Customer Representative- Help, Escalation Desk, Bell Canada
Customer Representative- Help, Escalation Desk, Bell Canada
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Job Description
Req Id:424279
At Bell our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world innovative digital solutions and seamless customer experiences. Its all developed and delivered by the members of #TeamBell and were always on the lookout for people with great skills and experiences.
We value diversity and provide a supportive inclusive community where all team members can succeed. And through our commitment to environmental social and governance initiatives you will feel good about the greater impact you will have making every day better for people as they connect work learn and play.
Join us. You belong at Bell.
Become an integral part of our Customer Experience team where you will be at the forefront of shaping our customer journeys. You will build on Bells Strategic Imperative to Champion Customer Experience and reinforce our commitment to put the customer first in everything we do. Design innovative customer-centric processes policies products and services while upholding our Customer-First Commitments to make it easier for customers to do business with Bell.
As part of our team you will be at the heart of our customer experiences.
Name and description of the hiring department:
The Business Data Provisioning and Assurance team part of Field Services manages the activation and repair of data service solutions for Enterprise SMB and Wholesale customers nationwide. We partner with BBM Field Services and Network teams to ensure rapid service activation and repair. This team handles activations prioritizes tasks and manages emergency repair escalations providing support to our national teams.
We are looking for a front-end-facing associate that can manage resources internal teams and customer communication while improving processes and service. A successful candidate will be knowledgeable of public or private telecommunications networks with emphasis on IP Data Broadband and Integrated Services. Experience in the operations of a telecommunications networks and service level management for both networks and applications would be an asset.
If you have the desire to work in a fast-paced environment on a strong technical team while supporting Bells data products then the Business Data Provisioning team is the place to be.
Job Duties / Accountabilities:
- In the Help Desk / Escalation role you will be a single point of contact (SPOC) between internal and external groups managing incidents service requests and communicating with customers and suppliers
- Performs service & process audits and postmortems with recommendations for improvements
- Responsible for loading/assigning customer provisioning orders to associates based on critical dates
- Manage tickets/orders until completion/closure; escalating to support manager when required
- Coordinate customer approved Changes (Changed Management)
- Workload queue & prioritization management
- Actively prioritize problems with internal/external suppliers and service partners to ensure outage time is minimized
- Coordinate the isolation of common failures and drive timely re-establishment across teams
- Always Demonstrate Business Ethics and Corporate Values
Essential Qualifications / Competencies:
- Ability to work under pressure and within tight timelines and new situations
- Very strong time management skills with the ability to multi-task
- Strong negotiation conflict resolution and relationship building skills
- Ability to work as a team and in partnership with different departments
- Customer service experience
- Focus on quality and resolution prioritizing the client experience
- Excellent communication presentation and interpersonal skills
- Microsoft Office suite (Word Excel PowerPoint) Basic level
Preferred Qualifications / Competencies:
- Knowledge of Networking
- Knowledge of internetworking LAN/MAN/WAN
- Knowledge of IP products and services (IPVPN MPLS)
- Knowledge of Legacy - Broadband products and services (T1 ATM OE NGCE)
- Knowledge of vendor product (Cisco Juniper Nortel and Alcatel)
- Bilingual writing and speaking (French/English)
Working Conditions:
- This service operates Monday to Friday 7:00 AM 5:30 PM. Candidates must be flexible and able to work varying schedules based on business needs including overtime
- Candidates must be available and flexible to work on statutory holidays as required
#EmployeeReferralProgram
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Union
Job Status:Regular - Full Time
Job Location: Canada : Ontario : London
Canada : Ontario : Toronto
Canada : Quebec : Montreal
Work Arrangement: Remote
Application Deadline: 08/15/2025
For work arrangements that are Hybrid successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy positive and thriving workplace. As part of our team youll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll enjoy a 35% discount on our services and access exclusive offers from our partners.
At Bell we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued respected supported and that they belong.
We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect use and disclose your personal information.
Created: CanadaON London
Bellone of Canadas Top 100 Employers.
Required Experience:
Unclear Seniority
Employment Type
Full Time
