Client Representative, Help Desk and Escalation

Bell Canada; Ottawa; Remote; CAD 45,000 - 60,000; Full time

Job summary

Bell Canada is seeking a Client Representative for their Help Desk and Escalation team. The successful candidate will be pivotal in providing exceptional customer service, resolving complex issues, and handling escalations from various stakeholders. A great opportunity to join a supportive organization focused on innovation and quality service.

Benefits

Flexible working hours

Medical, dental, and vision benefits

Employee discounts on services

Comprehensive compensation package

Qualifications

• Master all necessary tools and have recent experience in customer care!
• Bilingual in English and French is required.
• Excellent ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Respond to customer inquiries and manage escalations effectively.
• Communicate constantly with customers regarding their requests.
• Analyze root causes and document each step of the resolution process.

Skills

Active listening

Empathy

Negotiation

Problem-solving

Tools

BCRIS / ARICS

CIMS

SAP

Job description

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Client Representative, Help Desk and Escalation

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

Be a critical part of our Customer Operations team, which delivers world-class service and maintains thriving relationships with Bell customers. You will gain valuable experience and insights that you’ll use to address inquiries and concerns, provide technical assistance, process orders and service requests, manage customer accounts and ensure overall customer satisfaction.

As part of our team, will be at the heart of our customers’ experiences.

The Business Customer Relations Centre group, is a multifunctional group of competent and dynamic personnel that manages upper segment (mass market) clients, including the treatment of escalations from the Bell executive offices.

Job Duties / Accountabilities

• Respond to customer inquiries received via the business ticketing tools, email and voice mail
• Receive escalated requests or complaints from customers, vice-presidents and the president's office, Bell's legal department, the CRTC/CCTS and managers, Bell Making it Right submissions, Social Media referrals and online complaint submissions (Webforms)
• Prioritize files according to the urgency of action and the level of complexity
• Constantly communicate by phone with customers and partners to inform them of the status of their request from beginning to end
• Interpret customer requirements in order to seize opportunities to promote the benefits of doing business with Bell in order to protect and generate income
• Conduct the necessary research to settle claims (tools, legislation, contract conditions, terms, invoicing, other groups, resources, etc.), analyze the root causes (Bell responsibility or client) and identify strategies or the solutions to be adopted in compliance with business rules; clearly document every step of the process from receipt of request until conclusion
• Work with Bell's legal department in the preparation of court proceedings, if necessary
• Identify any opportunity to improve processes to prevent complaints and customer escalations
• Being able to quickly identify trends to influence resolution
• Communicate with customers in writing and orally
• Complete work orders and update customer profiles in different tools
• Distribute and manage follow-ups

Critical Qualifications

• Master all the following tools: BCRIS / ARICS, EOM / GCE and NM1 (Business)
• Recent experience in the last 3 years as a customer care representative to Business Markets
• Strong desire to help one’s colleagues, agents and customers
• Adaptability and ability to manage change (constant change of priorities / tasks)
• Ability to manage multiple tasks
• Excellent management priorities (planning and organization)
• Positive attitude in difficult moments / ability to deal with stress (difficult or unhappy customers)
• Autonomy and initiative taker
• Marked ability to apply the techniques of active listening, empathy and negotiating a win-win solution
• Marked ability to identify opportunities and close sales when applicable
• Ability to build professional relationships anytime with internal and external partners and customers
• Ability to easily understand and quickly assess the accounts and customer demands, and to take quick innovative decisions
• Ability to understand and assimilate the training, information and lessons learned and use different applications
• Ability to think outside the box
• Knowledge of English and French without any significant limitation. In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada

Preferred Qualifications / Competencies

• Strong knowledge of small business products and various business solutions (including voice, Internet, IP, BTC, and value-added) and related processes
• MS Excel Basic level
• MS Word basic level (letter-writing)
• MS Outlook Basic level
• Master the following tools: CIMS, ACCESS, NT selection, ACUT, WFM/FWFM, SAP, I-Request, Funds-In, SMBView, Digitek, MultiVu

Working Conditions

• Working hours: Monday to Friday between 8:00 and 18:00 (subject to change depending on business needs)

#EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Union

Job Status:Regular - Full Time

Work Arrangement: Remote

Application Deadline: 06/22/2025

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or [e-mail] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy ( see Phenom for details ) to learn more about how we collect, use, and disclose your personal information.