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Shaw Communications
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Large Business Support

Department name: Sales
Business unit: Brand Market & Communication
Position ID: J0920-1671

A little about us

At Shaw, we’re proud to be leaders in a movement that brings Canadians the connectivity they need to fuel their lives. We’re making bold moves to connect Canadians 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

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

A typical day

• Triage incoming email requests or phone calls from Large Business Customers
• Liaise with our Large Business Customers to ensure all information required to address their request is captured
• Create and manage Case records for Customer requests. Route triaged Customer requests appropriately for action (if required)
• Address all Large Business Customer MACD (Move, Add, Change, Disconnect) requests to completion
• Coordinate with internal resources as required to successfully complete the Customers request
• Provide personalized, professional and proactive Customer communication throughout the lifecycle of the case
• Maintain data integrity required to measure Team KPIs and continually improve
• Assist in the resolution of escalations
• 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 Large Business Customers
• Strong knowledge of Telecommunication industry products and services for Large 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 Lean are an asset

Other details

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

Posting closing date: 00/00/00

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.