Delivery Specialist - Rogers, Calgary

The opportunity

The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!

The Delivery Specialist is the point of contact for customers, sales channels, and business support teams, in the delivery of new products and services acquired by SMB segment customers. The product sets supported include Cable, Wireless, (Unison) Unified Communication suite, Business Internet, Business Phone, Business Fibre Internet, IP, IoT, FWA, M365. They are accountable for the successful installation, provisioning, and onboarding of services, including resolution of issues, and support with subject matter expertise.

Day-to-day

As a Delivery Specialist, your responsibilities include managing orders, resolving issues, and ensuring seamless customer onboarding:

• Intake, review, track, and process orders and onboarding requests, ensuring pricing and service information is accurate, complete, and in compliance with company policies.
• Obtain missing information from requesters, public databases, internal references, or through customer contact.
• Work with customers, and internal teams to identify and resolve delivery issues within agreed service levels.
• Coordinate Cable technician access with customers and Rogers dispatch as required, and work with provisioning, dispatch, porting, or other internal teams to correct issues on the day of installation or onboarding.
• Support customers, sales channels, and customer service teams with subject matter expertise on clean order submission, direction on services required, and navigation of self-serve applications.
• Meet set performance objectives including and not limited to, service levels, productivity, I AM Service behaviors, quality assurance, and customer satisfaction.
• Accountable for the order fulfillment and implementation of business customer orders, ensuring that orders to cash procedures are executed with a goal of shortening the interval cycle to achieve billing.
• Anticipate and understand potential issues, and work to proactively remove roadblocks across all operational areas to ensure we deliver timely service to the customer.
• Use appropriate judgment to escalate to next levels in a timely manner and manage account changes as required for installed services during the delivery life cycle.
• Follow and input best practices and processes, train co-workers as required, identify and report process gaps and improvements recommendations, and focus on transformation and efficiency ideas.
• Maintain knowledge of the Rogers products and services and skill sets required for this role, advocating and communicating the features and benefits of our products.
• Focus on continuously improving existing service delivery processes and the customer experience by recommending innovative solutions.

Who we're looking for

To be successful in this role, candidates should bring the following qualifications and professional attributes:

• 2-3 years experience in a telecommunications customer service operation-related field or environment.
• Proven and demonstrated leadership skills, resourceful, innovative, and able to independently make sound critical decisions.
• Knowledge of the following products and services: Business Internet, Business Phone, Business Fibre Internet, Wireless products, Unified Communication, IP, IoT, FWA, M365.
• Business account structure knowledge.
• Excellent knowledge of Microsoft Office, Salesforce, Vision 21, AS400, SGI, EWP, and various portal-based products supported (Unison, RBAM, BSS, etc.).
• Ability to identify and proactively escalate potential business issues or challenges.
• Excellent and proven demonstration of customer service skills, and relationship management with internal teams.
• A strong sense of teamwork and willingness to work in an ever-changing environment.
• Demonstrated excellent communication skills, with technical and management staff, both verbal and written.
• Business acumen and professional approach.
• Excellent time management and prioritization skills including the ability to multi-task and demonstrate urgency.
• High level of attention to detail and excellent follow up skills.
• Innovative, resourceful, adaptable to change, and positive attitude.
• A commitment to Diversity, Equity, Inclusion, Belonging, and Accessibility, helping create an environment where everyone feels welcomed, valued, and supported.