Customer Care and Call Centre
Jul 24, 2021

Account Service Representative, Enterprise and Commercial, Bell Mobility

Req Id: 293655 

 

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.


If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team. 


The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology

 

 

Accelerate your professional growth and development.  Our philosophy is to fill vacancies with qualified internal candidates before hiring externally, offering you countless ways to shape our future.

 

Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.

Are you a Business-to-Business (B2B) professional that seeks an opportunity to be creative to drive excellence while supporting clients? Do you yearn to be the one people rely on most? Are you the very best at follow through?

If your answer to those questions is an enthusiastic “yes!” then you may be the person we’re looking for to join our team as an Account Service Representative.

 

Position Description:

As an Account Service Representative, you will be leading the drive to customer satisfaction within the B2B (Commercial / Enterprise business) environment. This is a great opportunity for a seasoned, customer centric professional to be part of one of the strongest serve teams within the company. You will have an opportunity to collaborate with other subject matter experts and professionals who are truly passionate about what they do. The team seeks individuals who are customer experience focused, thrive in a dynamic fast-paced environment, and have past success supporting customer experience.

Reporting directly to the Manager of Service Support, you will be a key player of the serve team accountable for managing business relationships and deploying the vision and strategic roadmap for key customers in our subscriber range. Our people are making big things happen across the country, nourished constantly by growth, training and personal development opportunities. Our passionate, dedicated leaders encourage and empower people to grow and succeed.

 

 

Job Duties/Accountabilities:

  • Manage an assigned group of corporate clients to maintain and enhance long term client relationships
  • Manage the service delivery model for your base of clients
  • The opportunity to manage the relationships of  key strategic B2B accounts
  • Collaborate with cross-functional teams and tools to support self-serve customer orders.
  • Have direct accountability for enhancing customer satisfaction and loyalty
  • Manage the contact strategy based on customer size and revenue
  • Handle escalations with a sense of urgency and work with internal resources to resolve quickly.
  • Using advanced interpersonal skills to be able to respond professionally in urgent or escalated situations.
  • Provide updates on new hardware services, Network updates and business process changes
  • Have direct accountability for enhancing customer satisfaction and loyalty, through optimization of retention results.
  • Lead adhoc projects / initiatives that bring about change and/or improve the business - all in an effort to improve churn while managing costs.

 

Critical Qualifications/Competencies:

  • Demonstrated 3 - 5 years’ experience in B2B account management or client relationship management
  • Experienced in resolving customer issues, strong ability to diffuse escalations and retain customers.
  • Demonstrated ability to be resourceful, leverage support partners in the business to win for your customer base.
  • Strong ability to collaborate with cross-functional teams in a matrixed environment.
  • Be a positive, organized and motivated individual with a strong ability to effectively manage time and multiple priorities.
  • Strong verbal and communication skills
  • Advanced time management skills
  • Possess a valid driver’s license (limited driving required).
  • Skilled in PowerPoint and Excel 

 

Preferred Qualifications/Competencies:

  • Telecom sales experience would be ideal
  • Strong skill set for telephone and email business communication and dealings.
  • Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.
  • Client presentation experience

 

Additional information:

  • Employment status: Regular – Full Time
  • Location: 10104 103 Ave, Edmonton
  • Work schedule: Monday to Friday,9am to 5pm 

 

Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. 

 

Additional Information:

Position Type: Non Management 
Job Status: Regular - Full Time 
Job Location: Canada : Alberta : Edmonton 
Application Deadline: 08/03/2021 

 

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

 

At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

 

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

 

Created: CanadaAB, Edmonton

 

Bell, one of Canada's Top 100 Employers.