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Bilingual Client Representative, Customer Service (Job ID 2012450)

Calgary, Canada

Category Customer Service
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Company Overview:


ADT by TELUS is a leadingprovider of security and automation solutions in Canada for homes andbusinesses, people on-the-go and their network. Making security more accessiblethan ever before, and backed by 24/7 customer support, ADT by TELUS delivers same-dayservice and live answer within seconds in customer operations, helpingcustomers feel more safe and empowered. More information is available at www.adt.ca.

Position Summary:

The Customer Care Representative is responsible for all residential, small business, commercial inbound phone calls consisting of technical troubleshooting and testing, account updates and history inquires while focusing on first contact resolution and customer retention.

Duties and Responsibilities:

  • Handle incoming and outgoing calls from customers

  • Identify and resolve basic alarm system technical issues by identifying known causes by using the process of elimination

  • Provide clear and concise technical information to customers

  • Differentiate between product features and functionality in order to resolve customer inquiries

  • Effectively evaluate the need for a service technician to physically resolve the problem and create, schedule and close service jobs

  • Educate and guide the customer through our web tool and educate them on self-serve options

  • Remember and apply various standard operating procedures

  • Support customer billing inquiries as it relates to their invoices, services, pay cycles, payment types, researching disputes, resolving issues and accounts receivables

  • Navigating through various systems and tools

  • Identify, resolve and clarify any billing related issues and provide clear explanations to customers

  • Process customer payments and manage customer billing data as required

  • Identify and notify customers of overdue amounts on their accounts

  • Ensure data entry related to customer requests and internal data and governance guidelines

  • Other duties as assigned


Education:

  • High school degree

Experience:

  • 1-2 years’ experience

Skills:

  • Bilingual – English and French

  • Ability to work within a team

  • Advanced written and verbal communication skills – English and French

  • Able to clearly communicate technical information

  • Analytical skills and problem solving

  • Customer service oriented

  • Ability to work in a fast paced and structured environment

  • Ability to multitask

  • Must have key boarding and software knowledge


ADT by TELUS provides equalaccess to employment opportunities for all applicants and employees inaccordance with applicable federal and provincial laws, without regard to race,ancestry, place of origin, color, ethnic origin, citizenship, creed, sex,sexual orientation, age, marital status, family status or disability or anyother characteristic protected by provincial or federal law.


ADT by TELUS is committed to treatingall people in a way that allows them to maintain their dignity and independence.We believe in integration and equal opportunity. Accommodations areavailable upon request for all applicants with a disability throughout therecruitment process. Please contact Human Resources at hrhotline@adt.ca ifyou require accommodation. We will work with all applicants toaccommodate their individual accessibility needs.


Location:

Calgary, Alberta

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