My Cart (0)
Customer Service Provisioner - Wholesales
Business Unit:
Primus Corporate
Prepaid & Carrier Services
Toronto, Ontario
Job Status:
12 months contract

The Customer Service Provisioner (CSP) will work closely with the Sales Administrator to coordinate administrative functions within the Wholesale Department. This position works closely with the Sales Staff and Customers to track sales orders through to implementation and billing, manages the data entry of all orders in the various systems and/or manual systems and assists in following up on pending sales orders with the provisioning departments and the customer. As well the CSP will compile weekly, monthly tracking and reporting of all statistical data pertinent to their role and the overall departmental objectives.

What you will be doing?
  • • Manage Toll Free and circuit orders received from the customer including entering them into Admin 3 (order tracking), following up with any questions and finally closing the orders and informing the customer of order completion
  • • Implement all provisioning orders into the order system
  • • Respond to all queries (customer & internal) sent to the wholesale orders Email bunk.
  • • Manage and provision all ported and new VOIP DID orders and associated services such as 411 and disconnections.
  • • Tracking and ordering inventory as required (i.e. VOIP equipment)
  • • Interface with Primus Canada’s service carriers/internal provisioners as necessary to bring issues to resolution and minimize Customer impact
  • • Provide Outbound/Inbound calls to vendors, carriers and customers
  • • Ensure firm order confirmations are received
  • • Monitor, respond, review and correct all provisioning rejections
  • • Action Move, Add, Change, Disconnect requests for all wholesale services
  • • Escalate provisioning issues as required to the appropriate departments
  • • Monitor PRIMUS Canada wholesale ‘error reports’ on order entry and make corrections in the account as needed
  • • Act as the single point of contact and handle and/or resolve requests and complaints received regarding services. Provide customer support, as required
  • • Review, investigate and resolve provisioning tickets within service level timelines
  • • Review customer contracts prior to provisioning orders
  • • Recommend improvements to maximize customer experience with Primus and recommend opportunities to generate revenue and/or cost savings
  • • Review/prepare monthly bill reconciliations associated to all products within the department
  • • Update call tracking and other systems as necessary
  • • Preparation of monthly/weekly/daily reports/stats
  • • Preparation, including documentation of departmental process and procedures as required
  • • Assist the BDM’s and AM’s as required, with the creation of new accounts including customer portal and PIE accounts.
  • • Assist and provide vacation coverage for the Account Managers and Business Development Managers but is not assigned to specific accounts
  • • Create and maintain documentation of Wholesale processes as required.
  • • Provide administrative support and general office assistance to the VP of Alternative Markets.
  • • Participate in team and other meetings
  • • Provide general office assistance including stocking office supplies, coordinating maintenance of office equipment etc.  
  • • Assist with other administrative functions, special projects and participate in special events, as required.
  • • Review customer contracts to verify accuracy and completeness of required information and validate and/or verify information as required
  • • Cross training as required
  • • Other duties and projects as assigned

Here is what we’re looking for in a candidate:
  • • A minimum of a Secondary School Diploma and/or Post-secondary education
  • • Minimum of 2-3 years in a similar provisioning role with Telecom Experience preferred.
  • • Local telephony experience working within Canadian Local Ordering Guidelines (CLOG) guidelines.
  • • Knowledge and scope of the overall process flow of a local, DSL, DHP, and LD order, an asset.
  • • Customer Care experience is ideal. 
  • • Ability to multi-tasking a must.
  • • Excellent attention to detail is required
  • • Excellent reporting skills
  • • Excellent working knowledge of PCs including Microsoft Office
  • • Experience with other internal application such as Prism, PCS, Interconn, Call Tracking, ZMS, N&TO, M6, C3, Resale Portals, Primus Report Portal, My TBB, Primus Ops, SCP is ideal.
  • • Ability to process customer orders within the set timelines to ensure maximum customer satisfaction
  • • Possess a sense of urgency for resolution to improve the overall activation rate and the customer experience
  • • Excellent oral and written communication with external suppliers and partnerships.
  • • Provisioning experience of a variety of products an asset
  • • Bilingual in French and English language an asset.

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

Apply Now

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.