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Company: Rogers Communications IncPosition: customer service consultantWhat drew you to your current field?I've always had an interest in business, especially marketing. My business administration diploma from Conestoga College provided me with a strong business background not just in marketing, but also in communications, brand management, professional selling, finance, and organizational behaviour. I am very interested in the communications aspect and my current role on the Library Project has helped me expand my knowledge in this field.How did you find your current position? My father, sister, and uncle all work for Rogers. It's a family thing! I was looking for a part-time opportunity while I was in school and I knew that there was a lot of opportunity for growth within Rogers. I kept my eyes and ears open and searched the website for openings.Tell us a bit about your responsibilities.I started in the call centre as a customer service consultant servicing wireless customers. I then moved on to the Wireless Retention department dealing with cable, internet, and Rogers home phone customers. I've also had the opportunity to work as a quality lead for the centre as part of our Customer Service Investigations Team. Currently, I work on our Library team, which is re-engineering existing reference tools to make them more user-friendly and effective for our consultants. Everyday is different, I really like it!What is the most challenging aspect of your position?We are constantly changing our products, promotions and packages so you have to stay on top of things.What is the most rewarding part of your job?I feel I am really making a difference. I am helping to develop tools that will help my peers more effectively assist our customers. Also the benefits and incentives in the job are great ÔÇô you're definitely recognized and rewarded for all your hard work! I enjoy taking a challenging call and turning the situation around so that the customer is satisfied.What skills have you learned through your work experience?How to deal with all types of people and situations. I have strengthened my listening skills greatly. My current role as a Knowledge Analyst for the Library project has allowed me to learn new software programs and improve my written skills. I still have an interest in pursuing a career in marketing and communications and my role is helping me get closer to my goals. Right now I am doing what I love, and I always have my eyes open for new opportunities. Rogers offers ongoing training so I always feel up-to-date and prepared to take calls.What advice do you have for students looking to land their first job?Call centres are a dynamic environment and they allow you to meet a lot of people and make a lot of friends. They offer a lot of opportunities to move around and grow your skills. Many students stay on after graduation as the job offers a lot of challenges and opportunities. jpSponsored by Rogers