Offline Support Representative - RQ00477

Offline Support Representative - RQ00477

Duration: 1 year

Location: Toronto - hybrid - 3 days in office

Description

Reporting to the Shared Services Manager, the qualified individual will be responsible for ensuring that the appropriate controls are in place to monitor compliance and eligibility while identifying and addressing any gaps in the process related to Special Discounting of Products and the Internal Business Internal lines.

What you'll be doing:

· Responsible for conducting scheduled audits for employee eligibility and program compliance.

· Identify any areas of risk and provide recommendations.

· Responsible for timely processing of Special Discount applications and Rogers Internal Business lines

· Perform special projects as required

· Participate in program/product development as it relates to Special Discounts offerings

· Identify issues, analyze, problem solves and provides recommendations.

· General Risk management for policies and procedures.

· Provide recommendations to improve and optimize portfolio performance from a risk strategy and risk process perspective.

What you have:

· Post-Secondary degree/diploma or equivalent certification in a business-related field is an asset.

· Strong communication skills both verbal and written.

· Strong time management skills, with the ability to manage multiple tasks and objectives

· Excellent analytical, problem solving, planning and organization skills.

· Data analysis skills an asset

· Highly proficient with Microsoft office applications - advanced Excel (knowledge of macros and pivot tables)

· Strong leadership, teamwork, and collaborative skills

· Self-starter, able to manage and prioritize multiple complex tasks with minimum supervision

· Proven results-oriented goals with a proactive style to implement new processes

· Experience in systems integration testing, evaluation, and implementation

· Desire to learn and succeed in a challenging fast-paced environment

· Highly proficient with V21, SGI and Maestro

· Bilingual (English/French) is an asset

Key Responsibilities/Job Functions:

•Provide world class customer service when handling incoming calls.

•Listen to customers, analyze their needs and offer adapted solutions.

•Promote Rogers products and services.

•Take appropriate action to efficiently resolve issues.

•Identify customers need for additional products and services.

•Take accountability to solve issues from beginning to end.

•Meet established productivity objectives.

•Receive and incorporate feedback to improve personal and business performance.

Job Qualifications

•Have a high school diploma or higher;

•Are available to work on a flexible schedule: days, evenings and week-ends;

•Possess basic computer knowledge (Windows-based systems and internet navigation);

•Possess superior multitasking abilities;

•Demonstrate ability to positively influence others (propose options/solutions to customer);

•Know how to deal with problem issues with a sense of urgency;

•Are punctual and committed to work schedules.