Delivery Specialist

Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!

Delivery Specialist

The Delivery Specialist is the point of contact for customers, sales channels, and business support teams, in the delivery of new products and services acquired by SMB segment customers. The product sets supported include Cable, Wireless, (Advantage Voice aka Unison) Unified Communication suite, Business Internet, Business Phone, Business Fibre Internet, IP, IoT, FWA, M365 across the country. They are accountable for the successful installation, provisioning, and onboarding of services, including resolution of issues, and support with subject matter expertise.

What you will do:

• Intake, review, track, and process orders and onboarding requests. Ensure pricing and service information is accurate, complete, and in compliance with company policies. Obtain missing information from requesters, public databases, internal references, or through customer contact.
• Work with customers, and internal teams to identify and resolve delivery issues within agreed service levels. As required, coordinate Cable, wireless and fibre technician access with customers and Rogers’ dispatch. Work with provisioning, dispatch, porting, or other internal teams to correct issues on the day of installation or onboarding.
• Support customers, sales channels, and customer service teams with subject matter expertise on clean order submission, direction on services required, and navigation of self-serve applications.
• Meet set performance objectives including and not limited to, service levels; productivity, I AM Service behaviors, quality assurance, and customer satisfaction.
• Accountable for the order fulfillment and implementation of business customer orders, ensuring that orders to cash procedures are executed with a goal of shortening the interval cycle to achieve billing by ensuring a monthly forecast is provided to leadership
• Anticipate and understand potential issues, and work to proactively remove roadblocks across all operational areas to ensure we deliver timely service to the customer.
• Use appropriate judgment to escalate to next levels in a timely manner.
• Manage account changes as required, for installed services during the delivery life cycle.
• Follow and input best practices and processes, train co-workers as required, identify and report process gaps and improvements recommendations, most importantly, transformation and efficiency ideas.
• Maintain knowledge of the Rogers products and services and skill sets required for this role.  Advocate and be able to communicate the features and benefits of our products.
• Focus on continuously improving existing service delivery processes, and the customer experience by recommending innovative solutions.
• Ensure all Salesforce data entries and customer communications are updated on a timely basis
• Ensure our Service Order Intervals are consistently met
• Provide timely customer communications on a weekly or bi weekly basis
• Various other duties as required

What you will bring:

• 5 - 7 years experience in a telecommunications customer service operation-related field or environment.
• Spoken and written French is an asset
• 5 – 7 years of telecom voice and Microsoft experience is preferred
• Advantage Voice, Wireless, Microsoft 365, Vision 21 and SGI experience is preferred
• Strong technical expertise with the ability to communicate solutions effectively to both technical and non-technical stakeholders
• Capable of bridging the gap between technical details and customer understanding, ensuring clear, accessible explanations and guidance
• Proven and demonstrated leadership skills, fast learner, resourceful, innovative, and able to independently make sound critical decisions.
• Knowledge of the following products and services; Advantage Voice Webex and Advantage Voice with Teams, Microsoft, Business Internet, Business
• Phone, Business Fibre Internet, Wireless products, Unified Communication
• Business account structure knowledge.
• Excellent knowledge of Microsoft Office, Rogers Direct, Vision 21, Salesforce, AS400, SGI, EWP, Oasys and various portal-based products supported (Unison, RBAM, BSS, etc.)
• Ability to identify and proactively escalate potential business issues or challenges.
• Excellent and proven demonstration of customer service skills, and relationship management with internal teams.
• A strong sense of teamwork and willingness to work in an ever-changing environment.
• Demonstrated excellent communication skills, with technical and management staff, both verbal and written.
• Business acumen and professional approach.
• Excellent time management and prioritization skills including to the ability to multi-task and demonstrate urgency.
• High level of attention to detail and excellent follow up skills.
• Innovative, resourceful, adaptable to change, and positive attitude.

We believe in investing in our people and helping them reach their potential as valuable members of our team and are thrilled that you are wanting to continue your career with Rogers. We are committed to your growth & development and your past performance and contributions to the company will be considered during the recruitment process.

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To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time Shift: Day Length of Contract: 12 Months Work Location: 3636 23 St NE (7804), Calgary, AB Travel Requirements: None Background Check(s) Required: Canadian Criminal Record Check Posting Category/Function: Project Management & Coordination Requisition ID: 330878

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.