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Customer Account Specialist - Victoria

Department name: Customer Care
Business unit: Consumer
Position ID: J0622-1047

A little about us

What we do at Shaw matters - in a world where being connected has never been more critical, we bring the best wireline and wireless technology and solutions together to create exceptional customer experiences. Every day we help millions of Canadians live their best-connected lives through the strength, capacity and combined power of our Fast LTE and Fibre+ networks.At Shaw we say we’re brighter together, and we believe it’s the diverse mix of brilliant people here that really makes us shine. When you join our team, you’ll see we are so much more than just a company. Shaw connects you with limitless opportunity, an incredible culture, career development and a great benefits package. We are a friendly, collaborative group, and we have a lot of fun finding new ways to delight our customers.Come dream bigger and brighter with Shaw.

The role

Our dedicated Customer Care team helps our customers tackle any challenge with courtesy and professionalism.

We provide service to our customers twenty-four hours a day, seven days a week, 365 days a year. Our Customer Account Specialist team is required to work various shifts within our operational hours of 6:00 AM – 10:00 PM PST including evenings, weekends, and statutory holidays.

A typical day

As a Customer Account Specialist, you will…

• Fully support and resolve our Mobile customers' inquiries from general account inquiries to providing technical support, customer retention and resolving escalations.
• Ensure our customers are getting the most value out of our products and services to best suit their needs.
• Be a brand ambassador by displaying confidence and an in-depth knowledge of our products and services.
• Meet and exceed challenging individual and team performance targets.

Please Note: We have adjusted our work environment protocols to maximize employee and customer safety in response to the COVID-19 pandemic.

Your skills/experience

• Demonstrated customer service experience within retail, sales, or call centre environments.
• Exceptional customer service and communication skills.
• Ability to multi-task using various computer tools and systems including our billing system, internal platforms, and Microsoft Office.
• Self-driven and goal-oriented with the ability to work in a fast paced, rapidly changing environment.
• Ability to hold an engaging conversation with our customers using insightful questions to thoroughly assess customer needs and understand their unique requirements.
• A positive “can do” attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy, and sincerity.

What we offer...
• A full range of rewards including an extensive and flexible health & dental benefits program.
• Pension plan with employer matching to help you with your retirement income needs.
• Access to a generous share program.
• Discounts on Shaw and Freedom products & services.
• Paid vacation starting at three weeks per year.
• Great career growth opportunities available throughout all Shaw and Freedom locations nationwide.
• An opportunity to be part of the movement that brings wireless affordability to Canadians

Other details

•This position requires the successful completion of a criminal and credit background check

Posting closing date: October 3, 2022

At Shaw, we believe diversity and inclusion are integral to the continued growth and success of our entire company. We believe diversity and inclusion enhances our Company’s culture and creates a sense of belonging where people feel comfortable bringing their true selves to work. This in turn promotes innovation through harnessing the variety of experiences, thoughts, and perspectives our employees have to offer. We encourage applications from all qualified individuals, regardless of race, gender, age, or any other identifying characteristic.

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.