Canadian Fiber Optics

Operations

• Oversee Installation, Repair and Infrastructure Maintenance work activities across all CFOC Communities Including: Residential Installation and Repair
• The planning, design and coordinate field work for CO Builds.
• The planning, procurement and execution of Commercial Installations.
• Planning and working with Field teams to complete PMR activities on-time
• Manage workloads to contractors, forecast required resources, work with contractors to obtain required resources.
• Manage contractors to ensure compliance with Quality Standards in conjunction with field supervisors, production and schedule.
• Provide Dispatch support and escalation point for contractors.
• Utilize Field Service Management software for tracking and reporting.
• Production report submission, providing accurate information daily on all installation activities.
• Escalation expertise dealing with customer complaints and working with the necessary teams to fix issues.
• Proactively identify, Implement and promote continuous improvement initiatives to enhance quality, operational efficiency and effectiveness.

Operations Manager – Connectivity

Customer Support

• Engage with residential and business customers via phone, email, and chat to provide solutions related to product knowledge, billing, collections, technical support, and retention.
• Troubleshoot and resolve technical issues, including Wi-Fi connectivity and service interruptions.
• Guide customers through service upgrades and activate new features as needed.
• Retain customers by offering solutions and alternatives during cancellation inquiries.
• Handle account setup, deactivation, billing inquiries, and payment processing.
• Document customer interactions and updates accurately in the CRM system.
• Follow up with customers to ensure satisfaction and build long-term relationships.
• Participate actively in ongoing training and skill development sessions.
• Stay informed about product updates, promotions, and new services.
• Consistently meet or exceed key performance metrics for customer satisfaction and service quality.
• Handle inbound sales calls and close service agreements when appropriate.

Operations Manager – Connectivity

Customer Care Advisor