Job Description

The Customer Service Representative plays a key role in maintaining and developing positive relationships with Northwestel's customers to enhance overall customer satisfaction. In this role, you'll effectively manage and support customer requests with billing, account updates, service changes, and everyday inquiries

Employment Equity

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are First Nation, Inuit, or Métis; a woman; a person with a disability; or a visible minority, if they wish to receive hiring preference.

Specific Accountabilities

• Maintain and develop positive relationships with Northwestel's Customers to enhance overall customer satisfaction.
• Effectively manage customer requests for products and/or services information, order status, account status and order requests.
• Take ownership to continually learn and understand Northwestel’s products, services, and promotional offerings to effectively present solutions to customers.
• Utilize fact-finding skills to qualify and quantify customer requirements to ensure that customized solutions provided meet customer expectations and business requirements.
• Contribute and add value to Northwestel revenues by proactively identifying and recommending products and/or services to meet customer's needs including an effort to retain customers on Northwestel services.
• Respond to electronic requests and inquiries utilizing superior customer service and business writing skills.
• Follow proper procedures and protocol when assessing customer credit.This includes assessing security deposit requirements based on appropriate credit check procedures and arranging payment with customers on overdue accounts.
• Complete all order entry and clerical duties as required in an organized and timely fashion ensuring order accuracy to meet customer requests.
• Effectively resolve conflicts to the mutual satisfaction of both the customer and Northwestel. Provide first level of support for customer complaints.
• Actively participate in coaching and training initiatives.
• Assist in identifying opportunities for improvement in work processes and procedures to create operational efficiencies and positively impact customer satisfaction.
• Effectively self-manage individual performance to ensure Corporate and Department targets/goals and mandated service levels are achieved.
• Participate fully in our organizational health and safety programs, adhering to all safe work practices and procedures and staying focused on continuous improvement. In addition, ensuring all Accident Prevention Program (APP’s) training, all Code of Business Conduct (CoBC) training, and all other Occupational Health and Safety (OHS) training are completed on time
• Timely completion of all administrative tasks including, but not limited to time reporting, expense reporting and submission of corporate card statements.
• Work shifts as required to accommodate customer needs. Maintain punctuality and adhere to scheduled breaks.

Knowledge and Skills Required

• High School Diploma or equivalent
• 2 years’ experience in customer service and/or sales with proven customer service skills
• Possess excellent English written/verbal communication skillswith strong attention to detail, including managing complex requests
• Ability to work effectively individually and as a member of a team with a broad range of duties
• Must be computer literate and proficient in Microsoft Office (Excel, Word, Outlook).
• Previous Call Centre experience focusing on customer service and sales is an asset
• Knowledge of applications used by Customer Service teams and service delivery processes is an asset
• As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.

What We Offer You

• Health & Wellness Benefits, Pension Plan, Discounts
• Team Incentive Bonus
• Paid Vacation with a Vacation Travel Allowance
• Work-Life Balance
• Community Involvement

Closing

This posting will close on Friday, April 10, 2026.

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.