Delivery Specialist (SMBs)

at  Rogers Communications

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 (SMBs) 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, (Unison) Unified Communication suite, Business Internet, Business Phone, Business Fibre Internet, IP, IoT, FWA, M365. 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 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.
• 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.

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: Variable
Length of Contract: Not Applicable (Regular Position)
Posting Category/Function: Project Management & Coordination
Requisition ID: 319188
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.
Posting Notes: Rogers Business