Billing and Sales Specialist – Work from Home

In accordance with established procedures, policies and available tools, the Customer Care Specialist is responsible for handling inbound and outbound calls in a timely and professional manner. The mandate is to maximize all sales opportunities, resolve customer issues and ensure an optimal level of quality customer service while also proactively seeking sales opportunities through outbound calling. The expectation of this position is that agents are highly driven and consistently working to achieve and exceed their targets. The Customer Care Specialist thrives on competition and achievement and is determined to be a top performer, who is comfortable taking on challenges, is resilient and can overcome rejection in pursuing sales opportunities. This is a province-wide, remote (work from home) opportunity.

What’s in it for You?

• Work-From-Home from Day 1, we supply the equipment needed. Training conducted virtually.
• Premium benefits package, medical, dental.
• RRSP, Short- and Long-Term Disability options available
• Paid vacation, training & career progression
• Performance bonuses and much more!

Responsibilities:Â

• Promote and up-sells products by recommending the latest products and services with each new and existing customer.
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions while meeting and/or exceeding departmental quality and sales targets.
• Highlights the features and benefits of our HSI, Telephony, CATV and Professional Services, products, and confidently handles competitive issues with an approach that will incite customers to choose our client as their exclusive service provider.
• Responsible for calling various outbound customer lists to maximize sales opportunities, solicit new sales, renew contracts, upsell to existing customers and to follow up with existing and potential customers regularly.
• Accurately document customer interactions within the appropriate systems
• Handle inbound calls from customers regarding billing, payments, contracts, rates and any other questions or concerns.
• Initiate’s customer refunds for all systems and submits to supervisor for approval.
• Assists with other departmental requests as required and performs special projects as assigned.
• Actively participates in corporate initiated selling skills training as well and new procedural enhancements as part of the position requirements.
• Deals with customers calling to downgrade or disconnect services for competitive reasons, perceived value, or price, technical or customer service-related issues.
• Works to effectively resolve customer issues, builds value for the products and services by communicating the advantages and benefits over the competition. In addition, the incumbent will handle all types of Customer calls as required.
• As part of their work, employees must take all necessary measures to ensure their own health and safety. They must always use available personal protective equipment, and comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.
• To support our client’s ultimate goal by providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets customer needs.

Requirements:

• Minimum 1 to 3 years’ experience in a Sales or Customer Service environment required. Call Centre environment is preferred.
• Experience in telephone-based selling and customer service experience is required.
• High School Diploma required.
• Post-secondary education preferred.
• Strong communication skills (written and verbal).
• Commitment towards achieving and exceeding other KPI’s (Key Performance Indicators) as required in your role.
• Detail oriented with the ability to analyze and troubleshoot customer issues.
• Self-motivated with the ability to take initiative and resolve problems independently. High level of integrity and work ethic, proven customer service skills, superior first call resolution skills, and the ability to perform in a team-based environment.
• Strong experience with working PCs and demonstrated navigation abilities within a Windows environment. Experience in google suite applications is preferred.
• General understanding of broadband, telecom, cable, and internet industries is an asset.
• Hours of work are subject to change as business needs evolve.

BPO division of NTT is an equal opportunity employer and welcomes and encourages applications from people with disabilities. Â Accommodations are available on request for candidates taking part in all aspects of the selection process.

INDC