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Shaw Communications
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Large Business Support I

Department name: Customer Base Management
Business unit: Business
Position ID: J0521-2307

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

Shaw Business is currently looking for a Large Business Support Representative to join the Team. This position will report directly to our Supervisor, Large Business Support. The successful candidate will be responsible for managing non-technical, post installation requests for our Large Business Customers in the Enterprise, Partner, and Wholesale segment while providing personalized, professional, and proactive customer communication.

A typical day

• Interact with our customers and Account Executives via incoming phone calls and emails to resolve non-technical requests. This includes discovery activity to ensure all information is captured when documenting the customer request.
• Liaise with internal teams on behalf of the customer to resolve change requests and potential root cause analysis of escalations.
• Maintain and triage our funnel of incoming customer and internal email requests in Salesforce.
• Manage our call queue and communicate with team members to ensure we meet customer experience goals.
• Create Salesforce Case Management records for each customer interaction and manage customer account details.
• Provide personalized, professional, and proactive customer communication throughout the lifecycle of the case.
• Maintain data integrity required to measure Team KPIs and customer experience goals.
• Continually develop knowledge and understanding of Shaw Business’ products and processes.

Your skills/experience

• 2-3 years of experience supporting or delivering data and voice services for Shaw Business Customers.
• Strong knowledge of telecommunication industry products and services for Shaw Business Customers.
• Demonstrated ability to work in a fast-paced environment.
• The ability to work effectively in a team environment and collaborate with other departments.
• Strong organizational skills, including the ability to plan, coordinate and monitor a significant number of functions simultaneously.
• A positive, “can-do” attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy, and sincerity.
• Knowledge of telecommunications industry best practices, project management principles and modern business technologies are an asset.
• Fluency in speaking French is an asset.

Other details

• This position requires the successful completion of a criminal and credit background check.
• Interviews will begin June 14th.
• We have 9 month, 12 month and permanent positions available.
• Applicants welcome from Winnipeg, Calgary, and Montreal.

Posting closing date: 00/00/00

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.