Client Representative, On-Line Reporting and Billing Expertise Agent

Date: Apr 11, 2019

Location: Verdun, QC, CA

Company: Bell

Req Id: 233167 

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.

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

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.


Name and description of hiring department: 

The Billing team is responsible for providing support to business customers on queries related to billing and reports associated with their Bell products and services (Online Billing Manager).


Job duties / Accountabilities

The work consists mainly in:

  • Respond to and act upon customers' queries concerning OBM functionalities
  • Interface with other departments (sales and business office) to ensure a response to customers' specific needs
  • Use multiple systems to answer customer queries and ensure accurate billing
  • Act as single point of contact for queries related to OBM functionalities and billing
  • Provide support to customers having difficulty using or registering on OBM
  • Modify client registration details upon request
  • Create billing hierarchy for complex accounts at the customer's request (Collaboration with sales
  • Team and business office)
  • Propose and participate in process improvement initiatives
  • Maintain open and constant communication with internal clients / partners (sales and dedicated representatives).
  • Demonstrate flexibility and versatility in responding to multiple last minute  requests or demands from OBM, I-FACT or KANA requests
  • Participate in various special studies and assignments
  • Maintain and ensure management of own training / coaching and support
  • Do I-FACT or KANA Job to increase the flexibility in the billing system and the billing team


Essential skills / Competencies:

  • French, fluent in the language with no limitation
  • English, fluent in the language with no limitation
  • Proven experience working with difficult or unsatisfied customers over the phone or in writing
  • Ability to analyze and resolve problems
  • Highly organized with proven ability to prioritize
  • Autonomous/adaptable/flexible
  • Ability to communicate effectively verbally and in writing with clients, sales, management and non-management staff, professionally and with respect


Preferred skills / Competencies:

  • Excellent knowledge of Bell’s various billing systems: (ARICS/BOOST/CIMS/NM1/SAREPQ/ SAP/On DEMAND/IMSPD/I-FACT/KANA)
  • Good knowledge of Bell’s business market products and services 


Work conditions:

  • Business hours: Monday to Friday 8:00 to 5:00
  • Job location address: 1 Alexander-Graham-Bell, Verdun QC


Bilingualism is required (English and French). 


Additional Information:

Position Type: Union 
Job Status: Temporary - Part Time 
Job Location: Canada : Quebec : Verdun 
Application Deadline: 04/24/2019 


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 to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at


Created: Canada, QC, Verdun

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