AlarmForce, a Bell Canada Company, combines innovative technology with exceptional service to deliver advanced security and automation to residential and small business customers.

If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.

Position: Customer Care Representative

Salary: Hourly rate + possibility up to 500$ bonus monthly

Job Status: Regular - Full Time

The Customer Care Representative will be the first point of contact for all AlarmForce customer matters and inquiries which includes, but is not limited to, responding to all customer questions related to billing, contract renewals, account changes, and other customer service related issues. The Customer Care Representative must stay abreast of all products, services, corporate, and customer policies to ensure accurate information is available to best service all customers.

Responsibilities:

Respond to all front-line initial customer inquiries and issues and try to ensure a first response resolution

Escalate customer issues that require more in-depth assistance to the appropriate internal party and execute timely follow-ups

Provide immediate support for emergencies

Participate in regular training on products and services, customer service, corporate and operations policies, as well as company initiatives to remain knowledgeable on all AlarmForce products and services to effectively support new and existing customers

Concisely record all issues and resolutions into client relationship software (SBN)

Perform to meet and exceed all monthly performance metrics (Quality, Dependability, and Productivity)

Engage in monthly performance review/coaching sessions with Customer Care Supervisor

Education and Experiences:

High School Diploma with equivalent work experience

Post-Secondary Education, preferred

Experience in a customer service environment, a valuable asset

Knowledge of telephony features, communications management systems and automatic dialers, an asset

Experience in quality assurance or customer loyalty in a call center, a valuable asset

Qualifications and competencies:

Excellent communication (both written and verbal) skills

Strong probing and problem-solving skills to work with customers to provide best resolution possible

Ability to work independently and under close supervision

Able to build value added relationships over the phone with customers quickly

Solid team player, willing to assist when required

Aptitude to multi-task

Capable of working in a fast-paced environment

Proficient with MS Office Suite (Word, Excel, Outlook, etc.)

Working Conditions:

Must be available to work afternoons, evenings, weekends and statutory holidays

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Bilingualism is an asset (English and French)

Additional Information:

Position Type: Call Centre

Job Location: Canada : Ontario : Toronto 

Flexible work profile: Full-time in office (meaning that you will be required to perform your work on-site)

Application Deadline: 03/27/2022

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.