Advocate, Business Client Experience, EBOX

KEY RESPONSIBILITES:

• Serve as a client advocate, coordinating with internal teams to ensure timely resolution of issues.
• Manage daily customer requests including account modifications, billing inquiries, credit adjustments, cancellations, migrations, and hardware returns.
• Provide accurate billing support using internal billing systems.
• Collaborate with internal support teams to ensure high‑quality service delivery.
• Complete all documentation accurately and efficiently in accordance with established workflows.
• Provide clear information regarding products, billing procedures, and payment options.
• Monitor shared team email inboxes and respond within required SLOs.
• Resolve service requests, inquiries, and complaints within documented SLOs.
• Identify and refer qualified sales leads to the Sales team.
• Proactively alert the Manager to billing discrepancies, service issues, or emerging trends.
• Participate in continuous improvement initiatives within and across teams.
• Communicate issues, risks, or concerns to the Manager in a timely and professional manner.
• Support DCL in achieving department and organizational objectives.
• Maintain high customer satisfaction (CSAT) results.
• Contribute to special projects as required. 

WORKING CONDITIONS:

• Fast‑paced environment with strict deadlines.
• Frequent multitasking and repetitive tasks.
• Coverage hours: 8:00 a.m. to 7:00 p.m. EST.
• Occasional after‑hours or weekend availability may be required for planned work or project support.
• Work‑From‑Home; may change based on business requirements.
• Reliable and punctual attendance is required.

TOOLS & TECHNOLOGY USED: 

• Proficiency with Windows, MS Office (Word, Excel), Outlook, and SharePoint.
• Familiarity with VoIP technologies such as SIP and HPBX (asset).
• Experience with systems such as A3, PCS, uControl, DAS, Banff, MCF, Bell Portal, and Cable Portal.
• Ability to use multiple software and web‑based tools in parallel.

WHAT YOU BRING...

CREDENTIALS:

• 1–3 years of customer service experience, preferably in telecommunications.
• Knowledge of VOIP, HPBX, SIP, PRI, DSL/ADSL, TCP/IP, hosting services, toll‑free services, and related technologies

LANGUAGE REQUIREMENTS:

• Must be able to read, write, and communicate effectively in both English and French to support clients across Canada and work with required vendor systems.

SKILLS & ABILITIES:

• Strong problem‑solving and decision‑making skills.
• Understanding call center processes and customer support best practices.
• Ability to build and maintain strong working relationships.
• Excellent listening, communication, and interpersonal skills.
• High reliability, accountability, and attention to detail.
• Strong multitasking and time‑management skills.
• Calm and composed under pressure.
• Strong written communication skills.