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Shaw Communications
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Customer Advisor (Full Time)

Department name: Customer Care
Business unit: Wireless
Position ID: J0620-1460

A little about us

Freedom Mobile is the Wireless division in the Shaw family of companies.

At Freedom, we’re proud to be leaders in a movement that brings affordable wireless services to Canadians. We provide not only the wireless freedom Canadians want, but the wireless freedom Canadians deserve and we’re always on the lookout for go-getters that are committed to disrupting the status quo. Does that sound like you? We’d love to meet you.

The role

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

As a Customer Advisor, you will…
• Fully support and resolve our Freedom Mobile customers inquiries from general account inquiries to providing technical support, to 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

A typical day

Working out of our ultra-modern call centre located in the Uptown mall, you will be accountable for answering inbound calls from our existing 1.7M Freedom Mobile customers located in BC, Ontario, and Alberta, with a focus on value-add conversations, promoting the features, benefits, and advantages of Freedom Mobile products and services.

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
• A dynamic work environment in a central location, just off the Galloping Goose trail and easily accessible by various modes of transportation
• 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

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

Other details

• Successful candidates will be required to attend training for this position starting August 10.
• We provide service to our customers twenty-four hours a day, seven days a week, 365 days a year. Our Customer Advisor team is required to work various shifts within our operational hours of 6:00AM PT – 10:00PM PT including evenings, weekends, and statutory holidays.
• This position requires the successful completion of a criminal background check

Posting closing date: July 27, 2020

Freedom Mobile is a subsidiary of Shaw Communications Inc.

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 Broadcast Services. 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.