The Customer Solutions Advisor will be responsible for supporting representatives on billing, sales, customer retention, and general inquiries. The Customer Solutions Advisor will be responsible for dealing with escalated customer calls related to these inquiries and they will resolve complex service situations and escalated issues with a focus on resolution and retention. In addition, this role will be responsible for facilitating frontline representatives to make empowered decisions through real-time coaching and support. The successful candidate will be customer focused, have exceptional analytical and communication skills, coupled with the skills to manage multiple tasks effectively within a fast-paced, results driven environment. You will be effective in working within a team environment, as well as independently, while taking ownership of individual responsibilities and accountability for the results.
This role is the key communication and informational channel for Customer Care management with respect to real-time market, customer, and system and service issues.
Provide real-time support to front-line staff
Enable front-lines to make informed decisions in line with our business objectives
First point of contact for customer escalations from all channels
Resolve complex service situations and escalated issues with a focus on resolution and retention
Handle existing Customer requests across Canada through an inbound telephone queue
Identify process and/or training gaps through daily interactions with front-line
Provide feedback in order to facilitate process improvements
Take initiative to support continual improvement
Key feedback channel for customer, market, system and service issues
Interacts with other Eastlink departments to resolve customer issues quickly and with 1st call resolution.
Receive inbound calls from direct sales representatives, contractors or telemarketers and enter sales orders
You will also be required to activate equipment as necessary
As necessary take calls to assist in Customer Service
Take on additional projects/responsibilities as necessary
Previous coaching experience is an asset
Above average knowledge of Eastlink products, services and systems
Subject matter expert in Customer Care and Eastlink customer service delivery processes
Strong attention to detail to accurately enter data, research and resolve issues to ensure customer retention and satisfaction.
Proven problem-solving skills and the ability to use probing questions to decipher key issues;
Self-motivated, independent worker who is willing to take charge but knows when to seek guidance;
Strong oral and written communication skills
Strong organizational skills, attention to detail and ability to prioritize effectively
Ability to work in a team atmosphere
Must be able to multi-task in a changing, deadline driven environment.
Seeks to understand by asking probing questions, and responding to the needs and expectations of internal and external customers
Must be able to work full time on a rotating schedule
Minimum of six months experience within Eastlink Customer Sales and Service is required;
Experience with Microsoft Excel is an asset
Should you have any questions or require more information for this position, please contact Morgan Snow in HR or the current Customer Solutions Managers.
Why Choose Eastlink?
Eastlink brings you technology in a way that people would want it. We work hard to provide the best products – Internet, TV, Wireless, Telephone, and Security and Automation – to keep our customers connected to the things and people that matter the most. By putting our customers and their needs at the centre of it all we can show them something special and provide a unique brand experience.
We are extremely proud of our employees and believe the best people make the best companies. As we continue to grow, our goal is to continue to attract the best people.
Ready to explore an exciting career at Eastlink? Your journey begins here.