Onboarding Specialist

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    Onboarding Specialist

    Rogers Montréal, Quebec

    Sales, purchasing and customer service
    Reference : 131086
    Posted 8 day(s) ago | Still Open
    Permanent Full time As soon as possible


    At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

    Because we believe connections unite us, possibilities fuels us, and moments define us.

    The Onboarding Specialist is highly motivated to deliver an exceptional on-boarding experience to every customer, providing a level of service that creates a positive and lasting first impression with our customers and gains their willingness to recommend us to others in their industry.

    What you will be doing:
    - Actively and passionately elevate the culture, processes and customer experience by applying the I AM Service behaviors, and recognizing that great service begins with us
    - Take personal accountability to recognize and treat every opportunity to over deliver, impress and build trust
    - Successfully handle multiple customer onboarding port-folios simultaneously
    - Connect with every customer (internal and external) emotionally, understand their environment and needs, and validate the value of the services being implemented
    - Inspire confidence by maintaining consistent, professional and ongoing telephone and email communication with customers and internal operational teams and partners, coordinating regular status calls and other activities as necessary
    - Generate various reports from a suite of reporting tools and billing systems
    - Analyse findings within a requirements gathering Excel document and clearly identify gaps/risks between customer requirements and existing account details
    - Responsible to schedule and upload pricing implementation requests via automation tool
    - Maintain deep expertise of Rogers’ products, services, pricing, and best practices to advocate for, and provide their value to customers
    - Thoroughly and consistently document all customer interactions, implementation plan details within a defined workflow management tool
    - Proactively identify potential impacts to the customer or the business, devise contingency plans, and own and resolve any challenges or road blocks
    - Manage the process to effectively addressing escalation of issues until resolved. This will include coordinating internal resources that potentially interact with or impact each customer
    - Contact customers, post implementation, to review and summarize their invoice and correct any discrepancies if necessary
    - Participate in the on-going creation and updating of best practices and processes to improve the quality of customer onboarding experiences
    - Contribute solutions that positively impact the business and our customers, becoming a trusted advisor to the customer
    - Responsible for submitting customer activation and upgrade order through Rogers Direct sites
    - Responsible to submit mass account change requests through the Rogers billing system
    - Train customers on the services acquired, including self-serve, billing and ordering tools
    - Actively participate in increasing own knowledge of Rogers’ products and services, and invest in own career development

    What you have:
    - 2+ years in a customer service environment
    - Mastery in processes and procedures in Vision 21, ICM, Business Self-Serve, My Business HUB, and MAO/Contract tool, Rogers Direct sites
    - Proven ability to work under pressure, adapt to changing environment, solid multi-tasking, prioritization time management and follow-through skills
    - Comprehensive knowledge of MSD coded accounts, Rogers Business price plans and their functionality in Vision 21 as well as Rogers products and services
    - Advanced proficiency with MS Excel and other MS Office applications
    - Demonstrated strong communication (both verbal and written), and customer service skills
    - Ability to skillfully negotiate and diplomatically secure mutual agreement with varied scenarios
    - Self-starter, creative and sound judgment
    - Open to leveraging teammates and resources to find solutions
    - Attention to detail, in particular as it relates to compliance and accuracy of data
    - Experience working both independently and in a team-oriented, collaborative environment
    - Bilingual French/English both verbal and written

    Schedule: Full timeShift: DayLength of Contract: No SelectionWork Location: 800, Gauchetiere O, Bureau 4000-Fido(182), Montreal, QC Travel Requirements: Up to 10%Posting Category/Function: Call Centre Operations & Customer Service / SalesRequisition ID: 131086 Together, we'll make more possible, and these six shared values guide and define our work:
    1. Our people are at the heart of our success
    2. Our customers come first. They inspire everything we do
    3. We do what’s right, each and every day
    4. We believe in the power of new ideas
    5. We work as one team, with one vision
    6. We gi
    ... See more
    ve back to our communities and protect our environment

    What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. 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. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities 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.


    At Rogers, we’re for helping you on a journey to a rewarding career. Whether you’re a developer, an analyst, or a customer care consultant, Rogers is the place where ideas become reality. We deliver today what our customers want tomorrow, and...

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