Loyalty and Retention Support, Bell Mobility

Summary

As a Loyalty & Retention support representative, you will be leading the drive to customer satisfaction and retention within the B2B Instant communications environment. This is a great opportunity for seasoned, customer centric professionals to be part of a team within the BBM Sales organization. You will have an opportunity to collaborate with other subject matter experts and professionals who are truly passionate about what they do. The team seeks individuals who are customer experience focused, thrive in a dynamic fast-paced environment, and have past success supporting customer experiences and change within the instant communication portfolio.

Reporting to the Manager of Sales Support, you will be a key player of the sales support team accountable for managing business relationships and supporting the vision and strategic roadmap for key customers in our public safety and communications.

Key Responsibilities

• Manage and onboard assigned group of 5G Push to Talk, Radio corporate clients to maintain and enhance long-term client relationships
• Manage the service delivery model for your base of clients
• The opportunity to manage the relationships of key strategic B2B accounts
• Collaborate with cross-functional teams and tools to support self-serve customer orders
• Have direct accountability for enhancing customer satisfaction and loyalty in the Push to talk category
• Manage the contact strategy based on customer size and revenue and assist with change management support for push to talk services
• Handle technical, hardware and system escalations with a sense of urgency and work with internal resources to resolve quickly
• Using advanced interpersonal skills to be able to respond professionally in urgent or escalated situations
• Lead Adhoc projects / initiatives that bring about change and/or improve the business - all in an effort to improve customer experience / churn in our push to talk subscribers while managing costs
• Assist in transforming this role as business and customers' requirements change within the instant communications category
• Additional responsibilities per business needs if required

Critical Qualifications

• Demonstrated 3 - 5 years' experience in B2B account management or client relationship management
• Experienced in resolving customer technical issues, strong ability to diffuse escalations and retain customers
• Demonstrated ability to be resourceful, leverage support partners in the business to win for your customer base
• Strong ability to collaborate with cross-functional teams in a matrixed environment
• Be a positive, organized and motivated individual with a strong ability to effectively manage time and multiple priorities
• Strong verbal and communication skills
• Advanced time management skills
• Possess a valid driver's license (limited driving required)
• Skilled in PowerPoint and Excel
• Knowledge of English required: In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada

Preferred Qualifications

• Telecom experience would be ideal, specifically with Bell's 5G push to talk service or Radio technologies
• Strong skill set for telephone and email business communication and dealings
• Client presentation experience
• College or University Degree/Diploma