At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.

 If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.  

Bell’s Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers. 

Name and description of the hiring department:

The Associate – CR – Help/Escalation Desk is responsible for investigating and ensuring timely and accurate resolution to Eyes in the Field (EITF) submissions by field technicians. The successful candidate will maintain and update several databases as well as prepare statistical and tracking reports. 

Job Duties / Accountabilities:

• Investigate Incoming Eyes in the Field (EITF) submissions from field technicians and managers - identifying the root cause of issues and effectively communicating with the appropriate departments for immediate resolutions & closing the loop on all submissions
• Manage and prioritize all central region Eyes in the Field (EITF) submissions, engaging field technicians and managers with the goal of improving the field experience through behavioral, system and process improvements
• Identify and maintain trending Eyes in the Field (EITF) issues through JIRA, working closely with various L1 primes to resolve ongoing issues
• Prepare and maintain ad-hoc reports for various levels of management and departments ensuring that all data is clear and precise for all uses
• Summarize Eyes in the Field data through Axonify posts and Weekly Shout- outs for Central Regions and Markets
• Periodically support various projects geared towards improving field experience & key operational performance metrics

 Essential Qualifications / Competencies:

• Identify, investigate and analyze submissions to implement solutions for our internal and external customers
• Coordinate and escalate with various departments to ensure due dates are met.
• Manage and prioritize workload
• Ability to establish and maintain relationship of confidence with stakeholders, partners and technicians
• Ability to educate and persuade internal/external stakeholders to partner on resolution of EITF submission
• English, fluent in the language with no significant limitation
• French, fluent in the language with no significant limitation
• MS Excel Intermediate
• MS Powerpoint basic
• MS Word basic