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Description

Northwestel is seeking an enthusiastic Collections Customer Service Representative to join the team! As a Collections Customer Service Representative, you will maintain and develop positive relationships with Northwestel customers to enhance customer satisfaction, perform collection calls on overdue accounts and take ownership to continually learn and understand Northwestel’s products, services and promotional offerings.

Employment Equity 

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. If you are an Indigenous person, a woman, a person with a disability, or a visible minority please indicate so when you are completing the pre-screen questions as you apply to receive hiring preference. 

Specific Accountabilities

• Maintain and develop positive relationships with Northwestel customers to enhance customer satisfaction.
• Perform outbound collection calls on overdue accounts.
• Take ownership to continually learn and understand Northwestel’s products, services and promotional offerings to effectively present solutions to customers.
• Contribute and add value to Northwestel revenues by proactively identifying and recommending products and/or services to meet customer's needs including an effort to retain customers on Northwestel services.
• Complete work orders for temporary and permanent suspensions.
• Monitor arrangements made by customers.
• Assist in establishing and implementing procedures and processes to create operational efficiency and create a positive customer satisfaction impact.
• Effectively negotiate payment arrangements to the mutual satisfaction of both the customer and Northwestel.
• Complete all order entry as required in an organized and timely fashion.
• Work in a structured call centre environment, effectively self-manage individual performance to contribute to corporate and departmental targets/goals.
• Adhere to pre-set shifts and schedules including evenings and weekends.
• Participate fully in our organizational health and safety programs, adhering to all safe work practices and procedures and staying focused on continuous improvement. In addition, ensuring all Accident Prevention Program (APP’s) training, all Code of Business Conduct (CoBC) training, and all other Occupational Health and Safety (OHS) training are completed on time.
• Any other related duties as required and assigned.

Knowledge & Skills Required 

• Greater than six months previous experience working collections either at Northwestel or a similar telecommunications provider.      
• Minimum grade 12 education or equivalent.
• Two years customer service experience in a call centre environment.
• Must be computer literate and proficient in Microsoft Office (Excel, Word, Outlook). 
• Excellent interpersonal skills and high degree of self-motivation.
• Ability to provide excellent customer service.
• Ability to work effectively individually and as a member of a team with a broad range of duties.
• Ability to continue learning new skills and to adapt to continuous change in a competitive market.
• Possess excellent English written/verbal communication skills.
• Demonstrated basic math skills.
• Strong business writing skills and typing skills.
• As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program.  We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.