Job Responsibilities
Inbound Call Centre - Explaining & Correcting Billing, Payment
arrangements, Credit Card Payments, Product knowledge, Setting up
appointments, suggestive selling, escalations, service issues and
troubleshooting for cable, wireless and internet products.
Also worked in Cable Retention where I negotiated with customers
to either compromise to retain their products or help them have a
good experience in cancelling their services.
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Job Requirements
Online application, phone interview, in person interview, then 4-
6 weeks in classroom training - role playing, hands on learning,
80% requirement for quizzes and tests; then 4-6 weeks of taking
calls in an icu training environment with coaches and one on one
coaching with managers, trainers and support.
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Uppers
Helping a customer whom has a bad opinion of Rogers and turning their experience
into a better one, either by explaining an issue or by just listening to the
customer and providing a means for feedback.
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Downers
Screaming customers who believe they don't need to listen to
anyone and refuse to hear out anything. It is very difficult to
be in a position where you know that you are there to help the
customer but because they don't like or don't want to hear what
you have to say, they don't realize there are things a consultant
can do to be helpful even in a difficult situation.
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Lifestyle
Rotational shifts, many rewards - bbqs, social committee gatherings, casual
dress with business attire when being toured by affiliates or head office staff.
Very diversified staff, very relaxed and open place of business as you can
actually speak to and with higher executives.
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Compensation
Stock options to opt in to, full benefits, base is usually about
12-14$/hr once training is completed there is a lift raise to
about $33,000. Commissions monthly once targets are made, and if
performance is good then bonuses qrtrly can be earned as well.
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Advice to Jobseekers
Be flexible, be patient with customers, and do not take anything
customers say negatively personally. This is a booming company,
always close to or on the cutting edge so I think it is a great
field.
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