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Shaw Communications
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Customer Account Specialist (Bilingual)

Department name: Customer Care
Business unit: Consumer
Position ID: J0720-1423

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

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 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
• Ability to listen and effectively understand a situation;
• Ability to communicate with clarity, empathy, enthusiasm and professionalism
• A passion for technology
• Excellent negotiation and problem-solving skills
• 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
• Experience in an inbound consultative sales and service work environment is an asset
• Results oriented and exceptional problem-solving skills with the ability to pay attention to detail
• Ability to work from home if needed requiring an internet connection
• Bilingual in both French and English is required, good communication skills both written and verbal

Other details

Successful candidate must be fluent in speaking French and English.

This position is location specific to Mississauga.

• 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

Posting closing date: August 24, 2020

If you want to be part of something bigger and part of a dynamic team of people who are aligned, focused, and passionate about working together to care for our customers, then we look forward to meeting you!

We thank all interested applicants; however, only qualified candidates will be contacted. This position requires the completion of a criminal and credit background check.

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.