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Shaw Communications
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Customer Account Specialist Bilingual - French & English

Department name: Customer Care
Business unit: Consumer
Position ID: J0922-2183

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 loyalty within Shaw customers by creating caring connections and taking effective action to ensure a long-lasting relationship and customer experience. Reporting to the Supervisor, Customer Care, the successful candidates will be accountable for promoting Shaw’s products and services and advising customers on their benefits and advantages. Customer account specialists are also accountable for improving the loyalty of our current customer base while achieving predetermined customer service KPIs, while always delivering an exceptional 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 of 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

• A commitment to customer service excellence
• Excellent listening skills, patience, and the ability to diplomatically overcome the 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 50mbps or higher
• Ability to travel to office as needed
• Bilingual in both French and English is required, and good communication skills both written and verbal

Other details

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

Posting closing date: October 17, 2022

What we offer:

• Full Time position with one of the 100 Best Employers in Canada
• Competitive base salary + commission + benefits
• Opportunity for career development
• Fun filled team environment
• Health insurance plan
• Retirement plan
• And much more

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.