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Customer Implementation Specialist
Business Unit:
Business Services
Department:
Business Provisioning
Location:
Vancouver, B.C.
Job Status:
6 month contract

The Customer Implementation Specialist (CIS) is responsible for all post-sales support to clients during the provisioning process. Some of the responsibilities include project coordination, answering all incoming customer calls through both a call queue and direct extension, providing prompt, courteous, accurate information and service to all corporate customers, effectively resolving all inquiries/issues relating to post sales and initiating new services to clients. Excellent verbal communication skills are required, as outbound calling is an important aspect of this position. The CIS will assume responsibility for the client’s account after the sale is made and will continue to maintain the account, working to develop a trusting relationship with the client. Other internal teams will be involved, as required, throughout the provisioning process, and it will be the responsibility of the CIS to coordinate order activity with these teams.

Responsibilities:
  • • Maintain and progress client’s relationship with Primus as new services are added.
  • • Calling every customer at the start of every order is mandatory.
  • • Working with internal and external sales teams and technical sales teams before and during provisioning to capture the client’s expectations and to understand what has been ordered by the client.
  • • Project coordination of multiple work orders with many clients during a regular business day.
  • • Understand and follow all procedures with relation to provisioning of all Primus related products of all kinds.
  • • Calling clients at the start of an order is essential.
  • • Maintain client information and records in database, including call tracking notes, work order notes, etc.
  • • Maintain a high degree of accuracy on all paperwork, call tracking tickets and work order system entries for accuracy. This also includes email correspondence.
  • • Maintain audit report levels in keeping with department guidelines when required.
  • • Recommend process/procedure changes to decrease entry levels on audit reports.
  • • Frequent interactions with internal teams to ensure all clients are receiving services at the highest possible standards and bring feedback or concerns to your manager to assist in maintaining this goal.
  • • Develop and maintain professional and supportive relationships and communication skills with all management and staff members.
  • • Actively seek out improvement within the team, and between teams.
  • • Take an active role in maintaining and increasing teamwork and team morale.
  • • Effectively communicate issues and concerns to supervisor and or manager.
  • • Manage additional duties and project work as assigned by your manager.
  • • Support Primus in achieving their business objectives. Additional duties and projects may be added or modified from time to time
  • • Submit a weekly or monthly status report in keeping with department requirements when required.
  • • Resolve weekly audit reports.
  • • Assist other teams during times of critical support situations regarded by your manager. This would include backing up another team with assistance beyond your normal duties
  • • Setting up conference calls with internal teams and clients Supporting other teams within provisioning; VSP/GCC/IPV/DSP

Qualifications:
  • • 3-5 years Customer Service experience, preferably within a telecommunications or internet service provider.
  • • Project coordination and efficiency are highly regarded in this roll at an advanced level.
  • • A technical understanding of Internet terms and products within the industry.
  • • Expert understanding of the following services is a requirement:
  • • Managed services, (firewalls, switches, routers)
  • • Custom work order requests.
  • • Processing all voice orders including TBB, Local line, LD, Conferencing, etc….
  • • Excellent writing skills (including grammar, punctuation and proper content) as professional communication by email will be required.
  • • Sales experience, an asset.
  • • PC Skills – working knowledge of MS Word, Excel, and MS Outlook.
  • • Knowledge of Call Centre systems an asset.
  • • Knowledge of billing systems an asset.
  • • Excellent keyboarding skills.
  • • Excellent interpersonal and customer service skills.
  • • Excellent telephone etiquette.
  • • Second language an asset – preferably French


This description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions.


Please submit your application for this position by Applying Online

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Primus Telecommunications Canada Inc. is an equal opportunity employer. We value diversity in the workplace, are committed to Employment Equity and will provide reasonable workplace accommodation to applicants with disabilities. All interested individuals, including those who consider themselves to be aboriginal, visible minorities, and/or persons with disabilities are encouraged to apply.


We wish to thank all applicants for their interest; however, only selected candidates will be contacted. No agencies and/or telephone applications please.