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!

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.

• 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 elevate 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

• 5 - 7 years experience in a telecommunications customer service operation-related field or…