Sales Support Specialist

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 their dream. A sports fan celebrate a special moment.

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

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

Sales Support Specialist

The [SFU] Field Sales Channel is currently looking for an individual to join our centralized support and escalation team.  Reporting to the Manager, SFU Field Impact Team, this individual will work as part of a team who is committed to improving the sales agent experience by providing exceptional and expert level support.  This team will be focussed on providing a best in class experience for the sales agent with a focus on elevating the overall customer experience.

Responsibilities

• Provide subject matter expertise, guidance and “how to” support on the OASYS sales flow 
• Respond and manage incoming inquiries and requests as it relates to helping sales teams get their orders booked and completed 
• Provide order entry support for Legacy/Ignite/Wireless and SHM orders when required based on sales channel requirements and initiatives
• Provide order modification support which can include, rescheduling orders, address maintenance support, creation, investigation or escalations as it relates to cases, investigate, track and escalate commission ID errors.
• Assist agents with inquiries related to the end-to-end Ignite journey and provide information and the support on their orders.
• Steer and manage escalations through the defined process by coordinating and partnering with various key stakeholders and Sales Support teams
• Identify coaching opportunities in order to improve sales order quality and promote self sufficiency and knowledge of sales agents
• Champion change and advocate on behalf of the Field Sales organization by identifying common questions/learning gaps, pain points and process improvement opportunities
• Proactively monitor opportunities in the sales funnel to identify problematic orders, determine what action is required and resolve accordingly
• Remain current with Rogers’ products, pricing, promotions, processes and industry activity required to effectively support the sales organization.
• Support KPIs and model the corporate behaviours and competencies
• Track and manage daily work activity
• Perform other duties and actively participate in special projects as required
• Hours of operation will be Monday to Friday 8am-8pm EST. Saturday and Sunday 9am-5pm EST. Must be available and willing to work evenings and weekends. These hours are subject to change.

Qualifications:

• Previous experience with the Back Office Ignite Team, Ignite Care or Wireless teams would be an asset
• Strong knowledge of ordering systems (Maestro, SGI, V21, Oasys, OneView)
• Excellent knowledge and practical experience with Ignite, Legacy, Rogers Wireless and SHM
• High attention to detail
• Ability to adapt quickly to constantly changing priorities
• Knowledge of sales support functions and escalation paths
• Available to work on a flexible schedule: days, evenings, weekends & statutory holidays to meet customer demand
• Must be very flexible/agile and willing to learn new functions in a fast-paced environment
• Able to recommend positive solutions and be proactive in driving/leading change (continuous improvement)
• Demonstrated proficiency of Rogers 5 core values: Talk Straight, build trust and over deliver, Simplify and Innovate, Take Ownership of the What and How, Equipping People to Succeed, Execute with discipline and Pride
• Escalation or coaching experience would be an asset
• Works well independently but also as part of a team
• Excellent communication skills both written and verbal
• Excellent investigation skills and possess superior multitasking and prioritizing abilities
• Meet all work from home Rogers guidelines

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 give back to our communities and protect our environment