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Shaw Communications
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Customer Account Specialist (Bilingual)

Department name: Customer Care
Business unit: Consumer
Position ID: J0721-1305

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

Empowered to strengthen and save our customer relationships, Shaw’s Customer Account Specialists will reignite dedication within Shaw customers by building caring connections and taking effective action to ensure a long lasting relationship and customer experience.

The successful candidates will be accountable for proactively engaging existing customers through outbound calls to promote Shaw’s products and services and advise customers on their benefits and advantages. Customer Account Specialists are also accountable for improving the loyalty of our current customer base while achieving predetermined critical customer service metrics, while always delivering an outstanding customer experience.

Please be advised that we provide service to our customers twenty-four hours a day, seven days a week, and 365 days per year. The successful candidate will be required to work various shifts including evenings, weekends, and statutory holidays.

A typical day

• Provide a pleasant, professional and knowledgeable customer service
• Leave a lasting impression on customers, helping them choose to continue as Shaw customers
• Educate customers on the benefits being a Shaw customer
• Determine customer needs and promote the best-suited products and services
• Handle all types of calls from start to end with care, compassion and empathy
• Understand the competitive environment and stay up-to-date on the latest competitor activity
• Meet and exceed departmental and individual performance targets
• Various other duties as needed

Your skills/experience

• Bilingual in both French and English is required, good communication skills both written and verbal
• A commitment to customer service excellence
• Excellent listening skills, patience, and the ability to diplomatically overcome an objection
• Ability to communicate with clarity, empathy, enthusiasm, and professionalism
• Excellent negotiation and problem-solving skills
• A passion for technology
• Personal organization, dedication, and reliability
• A goal-oriented team player mindset with the ability to work in a dynamic, fast-paced and rapidly changing environment
• Results-oriented and exceptional problem-solving skills with the ability to pay attention to detail
• Experience in an inbound consultative sales and service work environment is an asset
• Ability to work from home if needed requiring an internet connection (hard wired) and speed of 60mbps or higher
• Ability to travel to office as needed

Other details

This position requires the successful completion of a criminal and credit background check.
This position is open to Montreal or Mississauga.

Posting closing date: August 20, 2021

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.