Job Small Medium Business Support I in Toronto

Small Medium Business Support I

Toronto
Job description
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
Members of the SMB Support Team take pride in being the sole points of contact for our customers. We’re passionate about delivering outstanding customer experiences and using strong written and verbal communication to build relationships. We use these relationships to determine customer needs and provide the best solutions for our customers’ businesses.

Our purpose is to create a simple experience and brighter future for our customers, ensuring our team completes their requests in a seamless way. We apply our different levels of support to complete sophisticated requests without the customer feeling passed around.

The 4 Beacons are the building blocks of being a Trusted Advisor, helping unlock authentic customer conversations. By taking the time to explore and truly understand a customer’s needs, we can provide an exceptional, and consistent customer experience throughout Shaw Business.

What we offer
  • Competitive base salary + Performance based monthly bonus!
  • Clear targets and expectations!
  • Structured training to level up our incredible team!
  • Work from home
  • Work Monday to Friday 8:30 am to 5:00 pm MST
A typical day
  • Answer and action requests via phone and email
  • Own every interaction from the beginning to the end
  • Create and manage salesforce records
  • Review and ensure all customer contact information is up to date
  • Seek additional recurring revenue through cross sell/upsell opportunities
  • Collaborate closely with the customer to ensure all information required to address their request is captured
  • Engage and build trust with customers to provide them with the best solution for their needs
  • Determine customer needs through discovery conversations, enabling you to present the best solutions for your customer's business
Your skills/experience
  • Ability to be flexible with hours of work due to business need.
  • Customer experience is a top priority and you must be able to deal with challenging situations calmly and professionally
  • Strong critical thinking with a focus on detail and organization
  • Previous experience in sales or customer service is an asset
  • A driven, goal-oriented mentality and the ability to work with a team in a fast-paced and constantly evolving environment
  • Outstanding verbal and written communication skills, and the ability to engage naturally with customers.
  • Strong focus on customer satisfaction to leave a lasting positive impression on customers
  • Meet or exceed departmental and individual targets
  • Excellent organization & multi-tasking, and adaptable to changing priorities and challenging situations
  • Previous Salesforce and/or CBS experience is an significant asset
Other details
  • 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.
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