About Primus − Customer Service Career Opportunities
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Provisioning Escalation Associate - Residential (Etobicoke, ON) |
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Team Managers, Sales / Customer Care (Edmundston, NB) |
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Bilingual Customer Service Associate: French / English (Edmundston, NB) |
WHY PRIMUS?
Positive and progressive describes the Primus Canada team. Our team members are comprised of a wide range of dedicated professionals who all have one thing in common – devotion to this highly exciting and dynamic industry.
We recognize that growth, challenge and opportunity motivate our team members. We are dedicated to creating a well-educated work force where all team members can fulfill their professional goals.
ABOUT PRIMUS
Primus Telecommunications Canada Inc. ("Primus Canada") offers the widest selection of consumer and business telecommunications services available nationwide, including Long Distance & Local Phone Service, TalkBroadband (VoIP), Wireless service, and Internet services (High Speed DSL & Dial-up). Primus Canada now serves over 1 million customers across its suite of services. As a leading Internet Service Provider (ISP) in Canada, Primus Canada has over 100,000 Internet subscribers accessing 46 national points-of-presence across Canada.
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Provisioning Escalation Associate - Residential The Provisioning Escalation Associate handles & manages the Residential customer’s service activation delay experience at an escalated level within Primus proactively (for local, cellular, long distance, Internet, and VOIP customers). The incumbent is responsible for placing and answering all calls surrounding delayed activation of an order. Outbound calls will be placed via current phone system and inbound will come in via 1-800 provided by the CSP or the auto dialer. This role will provide prompt, courteous, accurate information and service to all residential customers and effectively resolving the activation delay issues to the satisfaction of the customer and Primus. This position handles a wide range of customer concerns and includes effective follow-up and all post call processing duties associated with resolving the issue. This role deals extensively with internal departments, external vendors, and corporate partners as required in meeting the needs of our customers. |
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Responsibilities: |
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Answer a variety of incoming calls from residential customers who have experienced activation delays and providing outstanding customer service in resolving the issues on behalf of the customer. |
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Place a variety of outgoing calls to residential customers, proactively, which are experiencing activation delays with their order. |
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Co-ordinate with other departments, vendors, partners to provide first call resolution, thereby ensuring that all customer requests, inquiries and concerns are resolved in a timely and efficient manner. |
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Track and follow-up on all delayed orders received either via calls, e-mails, and call tracking queues or Prism queues. Identifying the nature of problem or customer’s requirements to effectively close out the issue |
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Ensure every customer contact is recorded in the corporate database immediately - to reflect customer and company-initiated activity, as required and ensure complete and accurate record of transaction/actions is made. |
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Provide accurate, detailed information regarding the customer’s activation delay and particulars to all new and existing customers. |
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Activate products/services in corporate database/customer account. |
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Track all escalations and prepare weekly status reports on all escalations placed and received, including current status and categorization of service activation delay, including product and carrier of the product. |
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Recommend improvements to maximize customer experience with Primus. |
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Recommend opportunities to generate revenue or cost savings. |
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Special team assignments or duties, as assigned by the Team Manager. |
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Provide operational training to new hires within this role. |
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Completion of manual tasks/administrative duties as required, to aid in the activation of an order. |
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Vendor interaction as required to aid in the activation of the order. |
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Other duties as assigned. |
Qualifications: |
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3- 5 years of Provisioning and/or Customer Service experience required (essentially this position requires excellent customer service skills, soft skills, client focus and service orientation). |
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1-2 years experience in provisioning systems & procedures are an asset |
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PC Skills – working knowledge of MS Word, Excel, Outlook. |
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Working knowledge of Windows 95/98/NT. |
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Knowledge/understanding of Telecom/ Provisioning is an asset. |
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Excellent keyboarding skills |
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Strong interpersonal skills for effective interaction with employees and customers. |
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Ability to persuade and influence customers. |
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Advanced verbal and written communication skills |
| * NOTE: This role includes rotating shifts from 9am to 9pm and may include Saturday coverage to ensure business needs are met. | |
This description is intended as intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions. Further, the job description is subject to change at the discretion of management.
Primus Telecommunications Canada Inc. is an equal opportunity employer. We value diversity in the workplace, are committed to Employment Equity and will provide reasonable workplace accommodation to applicants with disabilities. All interested individuals, including those who consider themselves to be aboriginal, visible minorities, and/or persons with disabilities are encouraged to apply.
WHY PRIMUS?
Positive and progressive describes the Primus Canada team. Our team members are comprised of a wide range of dedicated professionals who all have one thing in common – devotion to this highly exciting and dynamic industry.
We recognize that growth, challenge and opportunity motivate our team members. We are dedicated to creating a well-educated work force where all team members can fulfill their professional goals.
ABOUT PRIMUS
Primus Telecommunications Canada Inc. ("Primus Canada") offers the widest selection of consumer and business telecommunications services available nationwide, including Long Distance & Local Phone Service, TalkBroadband (VoIP), Wireless service, and Internet services (High Speed DSL & Dial-up). Primus Canada now serves over 1 million customers across its suite of services. As a leading Internet Service Provider (ISP) in Canada, Primus Canada has over 100,000 Internet subscribers accessing 46 national points-of-presence across Canada.
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TEAM MANAGERS, SALES / CUSTOMER CARE We are seeking results-oriented and driven leaders interested in the successful operations of Primus Canadas Residential Sales or Customer Care teams in our Edmundston location.
The Team Manager, Sales or Team Manager, Customer Care is responsible for the smooth operations of the Residential Sales team (Inbound Sales, Outbound Sales and Telesales) or the Residential Customer Care team by ensuring high productivity and efficiency with the teams work to deliver high level internal/external customer satisfaction. Specific areas of responsibility include maintaining departmental service levels and sales / call statistics, assisting the Manager in staffing and scheduling of the unit, on-going coaching and training, monitoring and providing feedback to Employees. This position oversees the day-to-day administration of the assigned Sales or Customer Care teams and addresses escalations from the staff to resolve customer prospects issues or customer problems. |
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Essential Knowledge & Skills: |
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| Those who have demonstrated success in a Team Management role with a solid background and experience in Sales and/or Customer Care as well as a call centre environment are encouraged to apply. You will also have developed skills, experience and education that includes: | |
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Demonstrated experience in team management, leadership or supervisory capacity |
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3+ years experience in Sales and/or Customer Care within a Call Centre environment |
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Minimum high school education post secondary preferred |
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Strong leadership/supervisory skills and motivational abilities |
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Knowledge of different coaching and motivation techniques |
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Extremely professional with excellent interpersonal, relationship, and communication skills (written, oral, and presentation). Ability to efficiently respond to prospects and/or customer inquires |
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Strong analytical ability required in order to be comfortable working with numbers, data analysis and forming recommendations based on quantitative information |
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Demonstrates excellent organization, time management, problem-solving and multi tasking skills with a focus on results |
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Excels with ambiguous situations as an opportunity to show leadership |
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Strong team player with the ability to work independently and develop partnerships with internal and external clients |
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Strong interpersonal skills for effective interaction with clients and employees |
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Professional and friendly with the ability to persuade, negotiate and provide excellent customer care |
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Ability to participate in meetings, conduct and lead discussions as well as presentations |
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Strong knowledge of MS Word, Excel, Outlook, Windows XP |
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Bilingual in English and French |
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May require evening, weekend and/or holiday shifts |
This description is intended as intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions. Further, the job description is subject to change at the discretion of management.
Primus Telecommunications Canada Inc. is an equal opportunity employer. We value diversity in the workplace, are committed to Employment Equity and will provide reasonable workplace accommodation to applicants with disabilities. All interested individuals, including those who consider themselves to be aboriginal, visible minorities, and/or persons with disabilities are encouraged to apply.
WHY PRIMUS?
Positive and progressive describes the Primus Canada team. Our team members are comprised of a wide range of dedicated professionals who all have one thing in common – devotion to this highly exciting and dynamic industry.
We recognize that growth, challenge and opportunity motivate our team members. We are dedicated to creating a well-educated work force where all team members can fulfill their professional goals.
ABOUT PRIMUS
Primus Telecommunications Canada Inc. ("Primus Canada") offers the widest selection of consumer and business telecommunications services available nationwide, including Long Distance & Local Phone Service, TalkBroadband (VoIP), Wireless service, and Internet services (High Speed DSL & Dial-up). Primus Canada now serves over 1 million customers across its suite of services. As a leading Internet Service Provider (ISP) in Canada, Primus Canada has over 100,000 Internet subscribers accessing 46 national points-of-presence across Canada.
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BILINGUAL CUSTOMER SERVICE ASSOCIATE (FRENCH / ENGLISH) We are seeking motivated and professional self-starters who are results-oriented and customer driven to join our Customer Care Team in our Edmundston location.
The Customer Service Associate relays/manages the residential customer’s first service experience with Primus. The incumbent is responsible for answering all incoming customer calls, providing prompt, courteous, accurate information and service to all residential customers and effectively resolving all inquiries/issues relating to sales and service. This position handles a wide range of customer concerns/inquiries (billing/provisioning/plan etc.) including prospect email inquiries and performs all clerical/post call processing duties associated with incoming calls or emails. |
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Responsibilities: |
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Answer a wide variety of incoming calls from residential customers providing outstanding customer service and meeting/exceeding the standards of service and quality |
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Co-ordinate with other departments to provide first call/first email resolution, ensuring all customer requests, inquiries and concerns are resolved in a timely and efficient manner. |
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Increase revenue and reduce churn by up-selling and cross-selling Primus’s services to customers |
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Provide accurate, detailed information regarding Primus Canada’s products & services to all new and existing customers |
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Process one-time credit card payments to customer’s account. |
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Activate products and services in corporate database/customer account. |
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Ensure customer products and services are optimized by proactively assessing calls pattern and customer needs. |
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Participate actively in incentive initiatives |
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Protect corporate revenue by minimizing good will credits and other credits on accounts. |
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Recommend improvements to maximize customer experience with Primus |
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Special team assignments or duties, as assigned by the Team Manager |
Qualifications: |
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Bilingual is a must – French/English – other languages a definite asset |
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Minimum high school education – post secondary recommended |
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1- 2 years of Customer Service experience required (essentially this position requires excellent customer service skills, client focus and service orientation). |
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Sales experience, an asset. |
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PC Skills – working knowledge of MS Word, Excel, and Outlook. |
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Working knowledge of Windows 95/98/NT/2000 |
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Knowledge of call centre and billing systems, an asset. |
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Excellent keyboarding skills. |
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Excellent interpersonal and customer service skills. |
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Excellent telephone etiquette. |
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Good oral and written communications skills with the ability to take and interpret communication notes quickly. |
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Strong team player |
This description is intended as intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions. Further, the job description is subject to change at the discretion of management.
Primus Telecommunications Canada Inc. is an equal opportunity employer. We value diversity in the workplace, are committed to Employment Equity and will provide reasonable workplace accommodation to applicants with disabilities. All interested individuals, including those who consider themselves to be aboriginal, visible minorities, and/or persons with disabilities are encouraged to apply.
