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About Primus − Customer Service Career Opportunities


	Business Care Associates (Ottawa, ON)
	Customer Service Provisioner (Ottawa, ON and Edmundston, NB)
	Manager, Residential Provisioning (Ottawa, ON)
	Team Managers, Sales / Customer Care (Edmundston, NB)
	Bilingual Customer Service Associate: French / English (Edmundston, NB)

WHY PRIMUS?
Positive and progressive describes the Primus Canada team. Our team members are comprised of a wide range of dedicated professionals who all have one thing in common – devotion to this highly exciting and dynamic industry.

We recognize that growth, challenge and opportunity motivate our team members. We are dedicated to creating a well-educated work force where all team members can fulfill their professional goals.

ABOUT PRIMUS
Primus Telecommunications Canada Inc. ("Primus Canada") offers the widest selection of consumer and business telecommunications services available nationwide, including Long Distance & Local Phone Service, TalkBroadband (VoIP), Wireless service, and Internet services (High Speed DSL & Dial-up). Primus Canada now serves over 1 million customers across its suite of services. As a leading Internet Service Provider (ISP) in Canada, Primus Canada has over 100,000 Internet subscribers accessing 46 national points-of-presence across Canada.

Business Care Associates Status: Contract Full Time/Regular Full Time Location: Ottawa, ON The Business Care Associate is responsible for answering all incoming customer calls through the ACD queue, providing prompt, courteous, accurate information and service to all commercial customers and effectively resolving all inquiries/issues relating to Sales and Service. This position is also required to perform all clerical/post call processing duties associated with the incoming calls.
Responsibilities:
	Answer all incoming calls from commercial customers thereby providing high level of Customer Service (minimum 10-15 calls per hour)
	Troubleshooting voice service issues per our guidelines and working with other departments to get a resolution
	Resolve all service inquiries/requests and customer complaints in a manner, mutually satisfactory to the customer and Primus Canada
	Process credits to customers’ account as per guidelines
	Provide accurate, detailed information regarding products, billing procedures, and payment options, to all new/existing customers in a timely, efficient manner
	Ensure all customer contact is documented immediately
	Complete all post call processing and paperwork in an accurate, timely and efficient manner.
	Business Care Associates may be required to perform one or more of the following specialized tasks: -Provide outside agent support including responding to all their inquiries via email and/or phone. -Executive Response – responding to all customer concerns, requests and inquiries directed to the executive team -Handle incoming and returned mail -Handle escalations from the Team Manager or Manager -Handle the Priority Care queue -Special Team Assignments/Projects as assigned by the Team Manager or Manager
Qualifications:
	Previous Customer Service experience required, preferably call centre experience
	Demonstrated customer service skills, with an ability to develop and maintain relationships with internal and external customers
	Extremely professional with excellent interpersonal, relationship, and communication skills (written and oral)
	Knowledge of Primus products, policies and procedures is an asset
	Sales experience is an asset
	Strong Computer skills and keyboarding skills – Windows, MS Office, Primus Billing platforms
	Solid problem solving and decision-making skills
	Minimum Secondary School diploma
	Bilingual in French and English an asset

This description is intended as 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. Further, the job description is subject to change at the discretion of management.

Business Care Associates (Ottawa, ON)

Please submit your application for this position by Applying Online

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.

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Manager, Residential Provisioning(Ottawa, ON)

Customer Service Provisioner Status: Regular Full Time Location: Ottawa, ON and Edmundston, NB Hours: (37.5 hours/week) / Shift Rotation * NOTE: This role includes shifts from 8am to 7pm coverage to ensure business needs are met. We are seeking results-oriented and driven customer service representatives interested in the successful operations of Primus. The Customer Service Provisioner is responsible for processing all Provisioning orders, trouble shooting, and pre/post provisioning issues in a timely manner in order to reduce customer impact and increase revenue. The Customer Service Provisioner is responsible for compiling weekly, monthly tracking and reporting of all statistical data pertinent to their role and the overall departmental objectives. The Provisioner will be required to interface and communicate with both external customers/vendors, carriers, offshore partnerships and internal customers in a professional and expedient manner. This role will have a sense of urgency for resolution to improve the overall activation rate and the customer experience. The incumbent of this position must ensure at all times, that each customers order is processed within the set timelines to ensure maximum customer satisfaction.
Responsibilities:
	COMMUNICATIONS/ESCALATION FUNCTIONS:
	Answer a variety of incoming calls from residential customers who have experienced activation delays and providing outstanding customer service in resolving the issues on behalf of the customer.
	Place a variety of outgoing calls to residential customers, proactively, who are experiencing activation delays with their order
	Co-ordinate with other departments, vendors, partners to provide first call resolution, thereby ensuring that all customer requests, inquiries and concerns are resolved in a timely and efficient manner.
	Track and follow-up on all delayed orders received either via calls, e-mails, call tracking queues or Prism queues. Identifying the nature of problem or customer’s requirements to effectively close out the issue
	Ensure every customer contact is recorded in the corporate database immediately - to reflect customer and company-initiated activity, as required and ensure complete and accurate record of transaction/actions is made.
	Provide accurate, detailed information regarding the customer’s activation delay and particulars to all new and existing customers.
	Activate products/services in corporate database/customer account.
	Track all escalations and prepare weekly status reports on all escalations placed and received, including current status and categorization of service activation delay, including product and carrier of the product.
	Recommend improvements to maximize customer experience with Primus.
	Recommend opportunities to generate revenue or cost savings.
	DSL FUNCTIONS:
	Receive and action all requests for employee service plans, including order entry
	Maintain excel spreadsheet of Contra & Employee Paid services.
	Maintain accurate records of the above i.e. filing
	Receive and action all tickets associated with Employee services
	Liaise with employees, HR and appropriate representatives regarding services.
	Offer input when updating employee service application to encompass new products.
	Assisting CS Admin with online rejects when required
	MACDs FUNCTIONS
	Ensure firm order confirmations are received and utility is run to update accounts and initiate billing for local services.
	Liaise with local service carriers while investigating service inquiries.
	Action Move, Add, Change, Disconnect requests for local services.
	Work rejects returned from Provisioners to ensure requested services are received in a timely manner
	Assist with monthly reconciliation between Primus and Local Service Carriers to ensure correct billing.
	Provision features in portal when possible.
	Updated PCS when necessary.
	LOCAL PRE-PROVISIONING FUNCTIONS:
	Review and correct all residential local rejections to minimize customer impact.
	Investigate and resolve residential local tickets within service level timelines. Interface with Primus Canada’s local carrier to resolution on local issues.
	Provide support to Residential Customer Service/Sales channels on local provisioning issues
	Reactivate local accounts as requested by Residential Credit & Collections
	Ensure billing ceases when customer migrates out or disconnects.
	Review and resolve local Allstream/Bell rejections
	Liaise with Allstream/Bell on escalations for activation delay issues.
	Receive and actions all 411/911 (ancillary services) requests and escalations
	Interface with ILEC (Incumbent Local Exchange Carrier) and CLEC (Competitive Local Exchange Carrier) Effectively liaise and communicate with customers, other departments and carriers to resolve local pre-provisioning issues.
	LOCAL POST-PROVISIONING FUNCTIONS:
	Receive and action all local failed and degraded services issues.
	Basic troubleshooting in attempt to resolve and service issues. If that is not possible, provide additional information (shelf/slot/pair/circuit), quality tests, and any other relevant information to the ticket and forward to Repair Team.
	Dispatch interconnects to customers and arrange access.
	Liaise with Customer Service/Escalation Queue and assist with information
	Ensure tickets are followed up within the appropriate (SLA) service level agreements
	Bill customers one time charges for service changes
	Performing foreign voltage line tests.
	Escalate to ILEC Coordination Team when issues are not being resolved in appropriate timeframes.
	OTHER DUTIES:
	Preparation of monthly/weekly/daily reports
	Test new processes as required within the variousapplications.
	Flag system issues to IS via a work order or call tracking ticket, e-mail, etc for any application impacting your daily job functions
	Maintain and support the offshore partnership including Quality Assurance stats as required(Subject Matter Expert
	Preparation, including documentation of departmental process and procedures as required
	Look for ways to increase revenue and streamline current processes.
	Active participation in meetings with vendors, internal departments, offshore partnership as required
	Maintain specific objectives in place for performance management within the department
	Cross training as required
	Other duties and projects as assigned
Qualifications:
	Minimum of 2-3 years in a similar provisioning role with Telecom Experience required
	Local telephony experience working within CLOG guidelines an asset.
	Having knowledge and scope of the overall process flow of a local, DSL, Voip, Cellular and LD order, an asset. Customer Care experience and asset. Multi tasking a must.
	Excellent working knowledge of PCs including Word and Excel including all other Applications appropriate to the Job, ie NPAC, Prism, PCS, Interconn, Call Tracking, ZMS, N&TO, M6, C3, Outlook, FORDS Portal, Primus Report Portal, Rogers Portal, Nexxia portal, My TBB, Primus Ops, SCP
	Good interpersonal skills for effective interaction with Carriers and internal teams; eexcellent written and oral communication skills with the ability to negotiate, follow up and troubleshoot issues
	Excellent organizational skills and attention to detail
	Excellent multi-tasking abilities a must
	Demonstrated problem solving abilities
	* NOTE: This role includes shifts from 8am to 7pm coverage to ensure business needs are met.

Customer Service Provisioner

Please submit your application for this position by Applying Online

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

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Manager, Residential Provisioning Status: Regular Full Time Location: Ottawa, ON Hours: (37.5 hours/week) / Shift Rotation We are seeking results-oriented and driven leaders interested in the successful operations of Primus Canadas Residential Customer Care teams in our Ottawa location. The Manager, Residential Provisioning is responsible for leading a high profile cross functional team (Order Entry, PIC CARE, Local Provisioning including MACD’s, VOIP, Cellular, Paging and DSL) with a primary objective to provision all residential customer services and meet or exceed customer expectations for timeliness and quality every time. This candidate is a natural leader an excellent communicator and a very strong customer service advocate. This person is responsible to maintain and growth current offshore partnership. This person is responsible to manage resources in remote offices.They will work with the Customer, Residential Care and other internal departments, including offshore partnerships and our suppliers to deliver the services in the correct priority, sequence and in a customer friendly coordinated manner. The Manager is the first point of escalation for the Residential Care/Marketing Team, etc when a customer has service problems needing Operations assistance for problem resolution & customer acquisition support.
Responsibilities:
	ORDER PROVISIONING:
	Managing a team that controls the customer provisioning touch point(s) and as such contributes greatly to the customer satisfaction towards Primus, activation percentages/targets, churn and all other KPI’s
	Assist/support the development of the automated provisioning system and champion continual enhancement of same post development
	Track & report on progress of all customer order types including completing required weekly dashboards
	Organize and chair regular meetings with all involved departments to drive/ coordinate/ confirm actions required for issue resolution & order completion
	Determine priorities for the group by working closely with the team, internal customers and suppliers
	Lead the team to deliver all customer orders: - Interface with the Carriers and place orders as required - Interface with internal Primus departments to provision the orders as required - Utilize various order management & billing systems to provision all Primus products (PCS, Prism, various supplier web based portals)
	Manage your team members to maintain department performance & high level of internal and external customer satisfaction – including Timelines and Quality
	Handle customer escalations. Act as a liaison between departments or third parties (vendors) to provide resolutions to escalated customer inquiries/problems.
	Analyze provisioning measures and objectives and recommend improvements.
	TEAM MANAGEMENT:
	Provide strong training and support to the team in areas of provisioning, trouble resolution and operations including: - Resolving escalated internal and external customer complaints. - Customer interfacing & handling - Resolving employee issues.
	Responsible for obtaining, retaining and motivating highly skilled staff including remote locations
	Schedule, organize workload and delegate tasks as appropriate.
	Ensure that all employees are fully trained and well informed on company products and services to meet performance expectations. This includes ongoing communication regarding products, procedures, policies and objectives.
	Conduct performance evaluation of the direct reports and provide feedback on staff performance.
	Motivate the team through various incentive programs.
	SUPPLIER MANAGEMENT:
	Develop/cultivate strong supplier relationships and escalation capabilities
	Develop strong industry knowledge and awareness
	Be aware and up to date on supplier problems, esp. those that impact the efficient & timely provisioning of services for Primus customers and inform the appropriate internal Primus dept. incl. Carrier Relations, Sales etc.
	CONTINUOUSLY IMPROVEMENT & DEVELOPMENT:
	Champion continuous improvement in Provisioning. & customer service; develop cross functional relationships within the company
	Develop & maintain a root cause tracking mechanism for problems and as required coordinate cross-functional efforts to drive change towards improvement.
	Implement and manage the process of obtaining customer feedback through various means including the use of surveys. Report results and recommend & manage process improvements based on analysis of customer feedback.
	Report on internal quality metrics, identify gaps and develop actionable plans to drive continuous improvement of the customer experience
	Identify further cost savings opportunities; identify further revenue opportunities
	Continue to further develop the existing offshore partnership
	Research and analyze the service delivery options in the marketplace to provide recommendations from an operations process perspective.
	REPORTING:
	Update and submit weekly reporting as outlined above.
	Generate reports on team statistics and service levels as required.
	Report on all KPI’s regularly
	Maintain and report on the weekly dashboards for all products, etc
	Team productivity scorecards
	Other duties and projects as assigned
Qualifications:
	Minimum 5-7 years of telecommunications and/or order provisioning experience or relevant experience
	Resale Experience in Telcom an asset
	Outsource/offshore experience and asset
	Previous Management of staff remotely an asset
	Demonstrated Leadership, Ownership & Supervisory capabilities
	Demonstrated project management skills
	Demonstrated experience negotiating.
	Demonstrated experience managing large projects
	Demonstrated problem solving abilities
	PC Skills – working knowledge of MS Word, Excel, Power Point, Outlook, Visio and Internet Browsers
	Excellent knowledge of telecom systems including installation, maintenance and repair of products/services
	Outstanding communication & customer handling skills are required
	Strong Team work skills and ability to work independently, forward thinking and willing to take initiative

Manager, Residential Provisioning (Ottawa, ON)

Please submit your application for this position by Applying Online

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

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TEAM MANAGERS, SALES / CUSTOMER CARE Status: Regular Full Time Location: Edmundston, NB Hours: (37.5 hours/week) / Shift Rotation We are seeking results-oriented and driven leaders interested in the successful operations of Primus Canadas Residential Sales or Customer Care teams in our Edmundston location. The Team Manager, Sales or Team Manager, Customer Care is responsible for the smooth operations of the Residential Sales team (Inbound Sales, Outbound Sales and Telesales) or the Residential Customer Care team by ensuring high productivity and efficiency with the teams work to deliver high level internal/external customer satisfaction. Specific areas of responsibility include maintaining departmental service levels and sales / call statistics, assisting the Manager in staffing and scheduling of the unit, on-going coaching and training, monitoring and providing feedback to Employees. This position oversees the day-to-day administration of the assigned Sales or Customer Care teams and addresses escalations from the staff to resolve customer prospects issues or customer problems.
Essential Knowledge & Skills:

	Those who have demonstrated success in a Team Management role with a solid background and experience in Sales and/or Customer Care as well as a call centre environment are encouraged to apply. You will also have developed skills, experience and education that includes:

	Demonstrated experience in team management, leadership or supervisory capacity
	3+ years experience in Sales and/or Customer Care within a Call Centre environment
	Minimum high school education post secondary preferred
	Strong leadership/supervisory skills and motivational abilities
	Knowledge of different coaching and motivation techniques
	Extremely professional with excellent interpersonal, relationship, and communication skills (written, oral, and presentation). Ability to efficiently respond to prospects and/or customer inquires
	Strong analytical ability required in order to be comfortable working with numbers, data analysis and forming recommendations based on quantitative information
	Demonstrates excellent organization, time management, problem-solving and multi tasking skills with a focus on results
	Excels with ambiguous situations as an opportunity to show leadership
	Strong team player with the ability to work independently and develop partnerships with internal and external clients
	Strong interpersonal skills for effective interaction with clients and employees
	Professional and friendly with the ability to persuade, negotiate and provide excellent customer care
	Ability to participate in meetings, conduct and lead discussions as well as presentations
	Strong knowledge of MS Word, Excel, Outlook, Windows XP
	Bilingual in English and French
	May require evening, weekend and/or holiday shifts

Team Managers, Sales / Customer Care

Please submit your application for this position by Applying Online

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

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BILINGUAL CUSTOMER SERVICE ASSOCIATE (FRENCH / ENGLISH) Status: Regular Full Time (37.5hrs/wk) Location: Edmundston, NB Hours: Shift Rotation, Monday to Saturday We are seeking motivated and professional self-starters who are results-oriented and customer driven to join our Customer Care Team in our Edmundston location. The Customer Service Associate relays/manages the residential customer’s first service experience with Primus. The incumbent is responsible for answering all incoming customer calls, providing prompt, courteous, accurate information and service to all residential customers and effectively resolving all inquiries/issues relating to sales and service. This position handles a wide range of customer concerns/inquiries (billing/provisioning/plan etc.) including prospect email inquiries and performs all clerical/post call processing duties associated with incoming calls or emails.
Responsibilities:
	Answer a wide variety of incoming calls from residential customers providing outstanding customer service and meeting/exceeding the standards of service and quality
	Co-ordinate with other departments to provide first call/first email resolution, ensuring all customer requests, inquiries and concerns are resolved in a timely and efficient manner.
	Increase revenue and reduce churn by up-selling and cross-selling Primus’s services to customers
	Provide accurate, detailed information regarding Primus Canada’s products & services to all new and existing customers
	Process one-time credit card payments to customer’s account.
	Activate products and services in corporate database/customer account.
	Ensure customer products and services are optimized by proactively assessing calls pattern and customer needs.
	Participate actively in incentive initiatives
	Protect corporate revenue by minimizing good will credits and other credits on accounts.
	Recommend improvements to maximize customer experience with Primus
	Special team assignments or duties, as assigned by the Team Manager
Qualifications:
	Bilingual is a must – French/English – other languages a definite asset
	Minimum high school education – post secondary recommended
	1- 2 years of Customer Service experience required (essentially this position requires excellent customer service skills, client focus and service orientation).
	Sales experience, an asset.
	PC Skills – working knowledge of MS Word, Excel, and Outlook.
	Working knowledge of Windows 95/98/NT/2000
	Knowledge of call centre and billing systems, an asset.
	Excellent keyboarding skills.
	Excellent interpersonal and customer service skills.
	Excellent telephone etiquette.
	Good oral and written communications skills with the ability to take and interpret communication notes quickly.
	Strong team player

Bilingual Customer Service Associate

Please submit your application for this position by Applying Online

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

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