Advocate, Business Client Experience, PRIMUS

Job description

Reporting to the Manager, Business Customer Service, the Business Customer Care (BCC) Advocate provides responsive, knowledgeable, and professional post‑sale support to Business Enterprise clients. This includes assisting with account modifications, billing inquiries, cancellations, retention discussions, and general service questions. A key responsibility for this role is retaining customers by resolving concerns efficiently and delivering exceptional service experience. The BCC Advocate manages inbound phone and email inquiries, documents all actions in the ticketing system, and ensures clarity and professionalism in every interaction. KEY RESPONSIBILITES: Serve as a client advocate, coordinating with internal teams to ensure timely resolution of issues. Manage daily customer requests including account modifications, billing inquiries, credit adjustments, cancellations, migrations, and hardware returns. Provide accurate billing support using internal billing systems. Collaborate with internal support teams to ensure high‑quality service delivery. Complete all documentation accurately and efficiently in accordance with established workflows. Provide clear information regarding products, billing procedures, and payment options. Monitor shared team email inboxes and respond within required SLOs. Resolve service requests, inquiries, and complaints within documented SLOs. Identify and refer qualified sales leads to the Sales team. Proactively alert the Manager to billing discrepancies, service issues, or emerging trends. Participate in continuous improvement initiatives within and across teams. Communicate issues, risks, or concerns to the Manager in a timely and professional manner. Support DCL in achieving department and organizational objectives. Maintain high customer satisfaction (CSAT) results. Contribute to special projects as required. WORKING CONDITIONS: Fast‑paced environment with strict deadlines. Frequent multitasking and repetitive tasks. Coverage hours: 8:00 a.m. to 7:00 p.m. EST. Occasional after‑hours or weekend availability may be required for planned work or project support. Work‑From‑Home; may change based on business requirements. Reliable and punctual attendance is required. TOOLS & TECHNOLOGY USED: Proficiency with Windows, MS Office (Word, Excel), Outlook, and SharePoint. Familiarity with VoIP technologies such as SIP and HPBX (asset). Experience with systems such as A3, PCS, uControl, DAS, Banff, MCF, Bell Portal, and Cable Portal. Ability to use multiple software and web‑based tools in parallel. WHAT YOU BRING... CREDENTIALS: 1–3 years of customer service experience, preferably in telecommunications. Knowledge of VOIP, HPBX, SIP, PRI, DSL/ADSL, TCP/IP, hosting services, toll‑free services, and related technologies LANGUAGE REQUIREMENTS: Must be able to read, write, and communicate effectively in both English and French to support clients across Canada and work with required vendor systems. SKILLS & ABILITIES: Strong problem‑solving and decision‑making skills. Understanding call center processes and customer support best practices. Ability to build and maintain strong working relationships. Excellent listening, communication, and interpersonal skills. High reliability, accountability, and attention to detail. Strong multitasking and time‑management skills. Calm and composed under pressure. Strong written communication skills.