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Shaw Communications
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Service Guarantee Expert

Department name: Operations
Business unit: TOPS
Position ID: J1120-2293

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

As a Service Guarantee Expert, delivering a white glove service is just the norm. You are passionate about providing an unmatched onboarding experience immediately following activation to our customers and are a pro at diagnosing and troubleshooting customer problems. Reporting to the Supervisor, Service Guarantee, you’ll also be tasked with representing the voice of the customer and proactively seeking opportunities to improve our business, elevate customer experience and our net promoter scores, as well as reduce churn.

A typical day

This role is a dynamic one, and the day-to-day is far from typical. Some of your core responsibilities will include:
• Being responsible for the customer experience within the first 14 days of their activation through both inbound and proactive contact
• Providing customers the experience they expect through a white-glove service approach post activation
• Improving your expertise using Shaw diagnostic tools to resolve outages, saturation events, and other customer/network impacting incidents
• Promoting and selling the features, advantages, and benefits of Shaw products and services to our customers
• Analyzing data to develop permanent solutions to common customer problems
• Various other day-to-day duties as needed

Your skills/experience

• Strong understanding of all of Shaw’s products in both a technical and non-technical capacity
• Strong understanding of the basics behind internet transportation technologies, specifically wired and wireless specifications
• Outstanding customer service and communication skills
• Professional business manner
• Ability to work independently and the desire to go above and beyond while giving to a team’s overall success
• Excellent organizational and multi-tasking skills and adaptable to changing priorities and results-oriented situations
• Ability to adapt and work in a fast paced, collaborative, multitasking environment while focusing on achieving activation success rate
• High Achieving demeanor and customer driven approach that will enable you to deal with results-oriented situations through collaboration

Posting closing date: October 25, 2021

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

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.