About this role
Sales, Customer Service - - Order Provisioning & Carrier Management?
- Own the full provisioning lifecycle for voice and data services, from order initiation to activation,construction facilities, billing and disconnection, in line with C?V?s provisioning process.?
- Submit and track connection and disconnection orders for circuits and telephone lines with carriersincluding Bell, Telus, Rogers, Vidéotron, ThinkTel and Cogeco.?
- Validate all customer information (service address, telephone numbers, due dates) before issuing anycarrier order.?
- Follow up proactively on open orders to meet activation deadlines, and escalate delays before theyaffect the client.?
- Manage billing start and end dates so customer billing accurately reflects service activations andcancellations.?
- Build and maintain strong relationships with carrier contacts to resolve issues quickly.
- Technical Advisory & Invoice Analysis?
- Recommend the right line and internet services based on each customer?s current and future needs.?
- Analyze carrier invoices and equipment records, identify discrepancies, and review findings withcustomers.?
- Request pricing from carriers on behalf of sales team.
- Process Automation & Transformation?
- Play a key role in the department?s transformation from manual tasks to automated, in-house tools.?
- Map and document current provisioning workflows, business rules and pain points to help defineautomation requirements.?
- Collaborate closely with programmers and team members while tools are still in development: testnew features, report issues and share feedback from day-to-day use.?
- Contribute to the development of a client self-serve portal: help define what clients will be able to doon their own (for example, track orders or submit requests), test it with the development team, andsupport clients as they adopt it.?
- Help roll out new tools to the team by updating procedures and supporting colleagues through thechange.?
- Continuously identify opportunities to reduce manual data entry, errors and order turnaround time.
- Documentation & Administration?
- Keep each customer?s circuit information accurate and up to date as orders are processed (Smartboxand in-house systems).?
- Enter clear, accurate notes in Zoho CRM, the in-house billing platform, Smartbox and the Telcosummary.?
- Document each provisioning step and status update using company tools, and ensure operatingprocedures are followed and logged.
- Client Communication?
- Act as the main point of contact for all telecom order inquiries, responding to phone and emailrequests within one hour of receipt.?
- Keep clients, suppliers and internal teams informed at every stage to deliver a transparent serviceexperience.?
- Manage your daily workload through effective prioritization and clear communication.
Customer Support Backup (Secondary)?
- Assist the customer support team for a few hours a week, mainly when calls are backlogged andprovisioning priorities allow.?
- Handle calls professionally and courteously: listen actively, confirm the customer?s request, thentroubleshoot or route the issue to the right team.