Position Title: Customer Care & Technical Support Specialist

Reports to: Director of Customer Relations

Start: As soon as possible

Full benefits after 3 months

Hello, this is Novus – how can we help you? As one of Novus’ Customer Care & Technical Support Specialists, you’ll be asking that question a lot. Our CSRs have set the bar in our industry. We’re known for being personable and always willing to go the extra mile for our customers. If they’ve got a question about their TV, Internet, or Phone service – we’ve got an answer. You’ll be at the front line and interacting with our customers on the phone, so give yourself a pat on the back, you’re a pretty big deal. We’re relying on you to keep our customers smiling.

Some of your responsibilities include:

• Provide professional, knowledgeable and pleasant customer service and support over the phone
• Investigate, troubleshoot and resolve technical issues customers are experiencing
• Promote and recommend Television, Internet & Phone services
• Process new accounts and schedule new appointments as well as ensuring work orders are accurately entered
• Provide thorough explanations about billing and payment process to our customers
• Perform other duties as required

Required Skills and Qualifications:

• 1-3 years’ experience in a customer service function & Internet technical support
• Computer knowledge in MS programs (Work, Excel, Access, Outlook)
• Minimum Grade 12 level education
• Must be available to work flexible shifts including evenings, weekends and statutory holidays
• Previous employment with a telecommunications service provider an asset

You are:

• An excellent communicator with strong oral and written skills
• A team player but can also work independently with minimum supervision
• Cool under pressure – you have the ability to maintain composure in stressful situations and can manage and diffuse upset customers
• A people person, your outgoing, positive and fun personality shines through.
• Highly organized with exceptional customer service skills and have a strong attention to detail
• An analytical thinker – you have the excellent ability to take initiative and prioritize
• Goal oriented and thrive working in a fast paced, rapidly evolving and dynamic environment

Bonus:

• A love for all things TV and Internet, and technology in general
• Speak a second language? Specifically Cantonese or Mandarin? Awesome but not necessary.

Please e-mail your resume to: humanresources@novusnow.ca

We would like to thank all applicants in advance for your interest in this position. Only candidates selected for an interview will be contacted. No phone calls please.

Thank you!

Job Title: Junior Account Manager

Department: Sales

Reports to: Director of Sales

Start: Immediately

Pay: Competitive base salary plus commission

As a Junior Account Manager you play an important role in our family selling Novus Internet, TV, and Phone services. You’ll be responsible for your own territory and your daily mission is to determine the needs of your service area and try to think of creative ways and strategies to increase Novus’ ever growing customer base.

Some of your responsibilities include:

• During the day you’ll be processing orders, working the phones catching up on your leads list, following up on inquiries from potential customers by providing quotations and upselling existing customers to new services.
• On some nights, you’ll be at the Novus Events in residential buildings we service to answer questions and to sign up new customers. You’ll also join any street team campaigns and special events that we’ll be present at.
• Are all your buildings in your service area in good order? You’ll be responsible for making sure you maintain a strong relationship with all building managers and concierges. You’ll also want to make sure that all your buildings are fully stocked with Novus brochures and that event posters are up to inform residents about Novus.
• Staying up to date on Novus’ products and services is key to making sure you provide the best customer service to our potential and current customers.
• Other duties as required.

Required Skills and Qualifications:

• Post-secondary education in Sales or Business preferred
• 1 – 3 years experience in an sales environment
• High School Diploma required
• Proficient with Microsoft Office
• Experience with Salesforce an asset
• A valid BC drivers license
• Product knowledge or industry experience preferred
• Prior telemarketing experience preferred but not required

You are:

• An excellent communicator with strong oral and written skills

• A team player but can also work independently with minimum supervision
• A people person, your outgoing, positive and fun personality shines through.
• Highly organized with exceptional customer service skills and have a strong attention to detail
• An analytical thinker – you have the excellent ability to take initiative and prioritize
• Goal oriented and thrive working in a fast paced, rapidly evolving and dynamic environment

Bonus:

• A love for all things TV and Internet, and technology in general

• Speak a second language? Awesome but not necessary.

Please e-mail your resume to: humanresources@novusnow.ca

We would like to thank all applicants in advance for your interest in this position.  Only candidates selected for an interview will be contacted.

Thank you!