Best part of being a Revenue Assurance Specialist? You get to work with Carolyn!

Our favourite way to describe Worldline is “disruptive”. We like to shake things up in the Canadian telecommunications industry principally by not being like the the Big Three. Unlike them, we’re not in the cash grabbing game. Instead we strive every day to provide our customers with the fairest prices and best service we possibly can provide.

We’re all in this together, and that is why the No.1 best sales and marketing method we have are our customers recommendations. They like letting their friends and family know what a good deal they are getting, with Worldline.

Because of that we work very hard at being as good to our customers as they are to us. A big part of that is helping them manage their Worldline account, and that’s what a Revenue Assurance Specialist does.

Customer experience

At Fibernetics, our purpose is to deliver happiness and connections every day by being awesome.  We are inviting an awesome Revenue Assurance Specialist to join our Customer Experience team to contribute to delivering happiness and connections every day.  The unique tasks that you will take pride in accomplishing are listed below.

Ways you contribute

• You’ll be responsible for interacting with customers on various topics like billing, payments, collections and account maintenance
• You’ll contribute to a positive customer experience throughout a customer’s lifecycle for residential services
• You’ll contribute to on-going improvements that will impact customer experience across organizational boundaries which could include Product Management, Operations, Development, Marketing, Support and Logistics
• You’ll liaison for banks in regards to charge backs, bank reversals and payments
• You’ll handle any escalated customer billing inquiries
• You’ll accept and record payments, and process refund cheques
• You’ll primarily interact with customers via telephone and email, but will be responsible for any walk-in customers that need assistance
• You’ll strive to deliver the best experience possible for all customers by building open honest relationships with customer and teammates

What makes you awesome

• You are a natural at communicating with others, with a high level of compassion and understanding
• You can work with minimal supervision
• You have telecom industry knowledge
• You have a strength when it comes to numbers, with interests in math and finance
• You pay attention to the smallest details and have excellent organizational skills
• Your Post Secondary Education is an asset
• You have 3+ years experience in a customer facing role
• You enjoy solving problems

Write to careers@fibernetics.ca to let us know how you can contribute, what makes you awesome and why you want to be “in”.  We look forward to hearing from you!

Harris & Samih – Part of our Tech Team

Worldline has, what we humbly consider, the best tech support team in the business. Working out of our Cambridge, Ontario head office, this group of folks work 7 days a week to ensure that our customers are receiving the service they are paying for.

Besides solving their service issues, talking to our customers on a daily basis has given them a working knowledge of common problems that annoy the modern day Internet user.

To help out even more, they put together a number of Worldline Tech Tips that we’ll publish here, add to our Worldline Support Centre and post on places like Twitter and Facebook as well.

Here, by the way is the #1 tip that they give everyone whenever there is an issue:

“If you feel your internet is slow or has lost it’s connection, try a quick and simple restart of your modem before reaching out to support. Since your modem is an electronic device which is often left running for weeks or months at a time, sometimes simply unplugging it from the power source is all it takes to clear up your issue.”

You probably knew that one, but how about this?

“Wireless connections work on frequency bands called channels. If you find your WiFi connection is slow or drops out then it could be that the channel you are using is being used by too many other nearby wireless networks, or is being interfered with by other electronic devices such as microwaves. Worldline support can help you change your wireless channel which may help improve wireless performance if channel interference is the culprit of your problems. Interested in seeing what wireless channels are most occupied around your home? You can use a WIFI Analyzer app on your smartphone or tablet to find out what channels are most occupied in your area and we can set your modem to use one of the less occupied ones for best performance.”

We’ll keep them coming, but if you have any questions you need answered now, please call Worldline Customer Support. It’s a knowledge base packed with a whole bunch of good stuff like that.

Do you want to be “In?”

Everyone who works for Worlldine’s parent company, Fibernetics, has a purpose to how they go about their everyday duties. They strive to deliver happiness and connections every day by being awesome.

What does that mean exactly? That by having the best culture and positive working environment at Fibernetics, everyone who works for us is engaged in providing the best possible service we can to the most important people involved in our company, and that is our customers.

As a Configuration Specialist, you will be the final touchpoint we have with them before they start using our services. It’s a vital role and therefore we need someone particularly awesome to join our team!

As a teammate within the Logistics Department you are responsible for ensuring residential and business customers receive the hardware they need, when they need it.

On time, every time, we strive to hit tight timelines and create customer happiness every day.

How we do this :

• Configure, test and ship routers and switches for residential and business customers.
• Provision and test ATA devices for residential customers.
• Complete customer information packages to include with shipping hardware and prep package for shipping (ie. Fold boxes, pack filters, phone cords etc as applicable).
• Receive and test RMA units to confirm defective in accordance with RMA policies of NEWT, Freephoneline, and 295.ca and Worldline.
• Reformat or reconfigure devices as applicable for redeployment.
• Receive occasional shipments, assist with inventory counts.
• Break down boxes as required, perform other warehouse functions.

Skills:

Excellent attention to detail.
Comfortable performing repetitive tasks.
Proven time management and prioritization skills.
Ability to turn focus on a dime
Ability to have fun on the job

Sound interesting? Please email your resume with a cover letter telling us a little bit about you to: careers@fibernetics.ca

If you need some more convincing that we’re a good fit, check out what it’s like to be “In!” at Fibernetics.

In June of 2013 Worldline’s president, John Stix, named “backpacks for kids” our official charity. “backpacks for kids” started humbly enough. John, and Peter Cross, who runs the Fibernetics Contact Centre in Dominican Republic, made a very surprising discovery. In the Dominican Republic every child may attend school, however there is a minimum requirement to be met; the family must supply a school uniform, books and supplies. Unfortunately, many families do not have the necessary resources meaning their children are kept out of school. The end result is, thousands of DR kids are having their futures compromised because of a lack of education.

John and Pete decided to do something about it. They would buy a whole bunch of backpacks and school supplies and give them to the kids who needed them. It started off small enough, with just a handful of kids taken care of, but over the next several years, more and more kids were provided for. Last year, when it became our official charity, (You can check out last year’s slide show HERE), the total number of kids they had helped over the years stood at 130.

This year – they almost surpassed that total tally, providing an amazing 120 kids with all they need to get educated.

It was a team effort. For the month of June Worldline donated $5.00 for each new Bundle sale and $3.00 for every home phone sale directly to the charity. Fibernetics staff held a number of fundraisers as well.

John is thrilled. “Thanks to everyone on the Worldline team for their work and energy for helping build “backpacks for kids” into what it is today.”

backpacks for kids is growing every year and with a clear purpose, defined by the quote from Nelson Mandela that Pete had printed on the back of the event’s t-shirt: