Junior Telecom Representative

POSITION TITLE: Junior Telecom Representative

DEPARTMENT: Customer Service

LOCATION: Fort Frances

REPORTS TO: Customer Service Manager

COMPANY:

Vianet is a well-established, customer-oriented telecommunications company located across Ontario. We provide Residential, Small Business, and Enterprise level customers in both urban and rural locations with a wide range of services to suit their unique needs. We offer internet access across a variety of mediums, such as our own Fibre and Wireless infrastructure, which we are continually expanding, as well as over third-party DSL and Cable. We also provide phone service in all our serving areas, as well as high-definition television services in select areas.

We are looking for more hard-working employees to help continue to grow our company. To serve our customers better each and every day we need great people. That's why we approach our passion for our company with the same passion for our people. We know that the right people in the right positions can do incredible things, and we love watching that happen

JOB SUMMARY:

The Junior Telecom Representative is a full-time permanent position based out of the Fort Frances location. The ideal candidate will assist with customer service, provide technical support and perform general field technician duties. Approximately 70% of the job is done in the office and 30% in the field.

POSITION RESPONSIBILITIES:

Customer Service

• Answer in bound calls from customers in a professional and courteous manner
• Respond to inquiries and provide information to customers regarding billing, availability of service and account information
• Research required information using all available resources
• Maintain accurate customer records
• Order and coordinate installation of services
• Communicate and coordinate with internal departments
• Arrange for billing services, refunds and credit requests
• Receive payments from customers
• Swap out customer equipment
• Ensure customer satisfaction and quality of service
• Provide general administrative and clerical duties

Technical Support

• Document accurate account notes, reason and resolution
• Perform basic trouble shooting of technical issues, requests and set up
• Assist with internet connection and email client configurations
• Accurate information gathering and escalation to senior techs
• Assist with the use of Vianet software and services

Field Tech

· Ride along and help perform installation functions associated with running telecommunication services to the home and business including the addition, modification and removal of all types of technology, equipment, hardware, testing, drilling, and cabling

• Assist with service calls to a variety of customer sites on days, afternoons, evenings and weekends as required
• Help assess and troubleshoot equipment

EXPERIENCE / KNOWLEDGE REQUIRED:

Comfortable answering inbound customer calls

• Completion of a high school diploma is preferred
• Tech savvy with basic internet knowledge
• Good computer skills in MS Office, Word and Excel
• Good data entry skills with a focus on accuracy
• Solid communicator both verbal and written
• Strong organizational and administrative skills
• Ability to work with others in a close manner
• Team player with a positive attitude and a good work ethic
• Regular time and attendance are essential job functions
• Demonstrated interest in performing physical work outdoors
• Physically fit and capable of lifting of up to 50 pounds independently
• Excellent time management skills with the ability to take initiative and multi-task

HOURS OF WORK: Monday to Friday - day shift

Job Types: Full-time, Permanent

Pay: $19.00-$21.00 per hour

Expected hours: 40 per week

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Store discount
• Vision care
• Wellness program

Application question(s):

• Are you willing and able to work 70% in the office and 30% in the field?
• Are you legally eligible to work in Canada?
• Have you been convicted of a crime?

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (preferred)

Location:

• Fort Frances, ON P9A 1K5 (preferred)

Work Location: In person