Advocate, Business Client Experience, EBOX

Reporting to the Manager Business Customer Service the Business Customer Care (BCC) Advocate provides responsive knowledgeable and professional postsale support to Business Enterprise clients. This includes assisting with account modifications billing inquiries cancellations retention discussions and general service questions. A key responsibility for this role is retaining customers by resolving concerns efficiently and delivering exceptional service experience. The BCC Advocate manages inbound phone and email inquiries documents all actions in the ticketing system and ensures clarity and professionalism in every interaction.

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 highquality 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:

• Fastpaced environment with strict deadlines.
• Frequent multitasking and repetitive tasks.
• Coverage hours: 8:00 a.m. to 7:00 p.m. EST.
• Occasional afterhours or weekend availability may be required for planned work or project support.
• WorkFromHome; 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 webbased tools in parallel.

WHAT YOU BRING...

CREDENTIALS:

• 13 years of customer service experience preferably in telecommunications.
• Knowledge of VOIP HPBX SIP PRI DSL/ADSL TCP/IP hosting services tollfree 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 problemsolving and decisionmaking 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 timemanagement skills.
• Calm and composed under pressure.
• Strong written communication skills.