Job Description

Who we are...

Novus is a rapidly growing company offering the best in Internet, TV, and home phone services. We are known for our cutting-edge fiber optic network and provide reliable, high-performance connectivity across the Greater Vancouver area to residential and business customers. We pride ourselves on best-in-class customer service and our customers are always at the heart of our decisions. We collaborate with an open mind to bring cutting-edge technology to our customers as we continue to strive for success and growth. As a company, we focus on leaning in on our passion, uniqueness, and diversity by providing an inclusive environment for our employees. We are proud to live, work, and play in the communities we serve actively giving back through various initiatives throughout the year.

Why Join Novus?

Established in 1996, we are proudly headquartered in beautiful Vancouver, conveniently located near bus routes and Skytrain stations. We offer a comprehensive benefits package after 3 months of full-time employment. We offer generous education reimbursement and employer-matching GRRSP programs to support your growth. Our wellness program is designed to support your overall health and well-being. You'll have opportunities for professional development, access to cutting-edge technology, and be a part of a supportive, collaborative work culture as we embrace continuous improvement. It's your birthday! Take the day off to celebrate. Love dogs? You'll be in good company - there are many roaming the office. Our Fun Club will have you socializing with activities throughout the year and tasty treats on Fridays will satisfy your cravings.
At Novus, you won't just assist customers--you'll enhance their experience. We're looking for someone with a customer-first mindset and a passion for building strong connections.

The Position

Join our Customer Solutions team as a customer-focused professional who genuinely enjoys helping and connecting with others. We're looking for someone who thrives on creating positive, memorable experiences and takes pride in making every interaction meaningful and impactful.

Key Responsibilities

Provide professional, knowledgeable and pleasant customer service and technical support over the phone and via email

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

Troubleshoot and resolve technical issues customers are experiencing

Participate in various outbound calling campaigns and follow ups

Process Canada Post equipment returns

Assist with Receptionist coverage when needed

Perform other duties as required

Required Qualifications

1-2 years' experience in a customer service function and/or technical support

Computer knowledge in MS programs (Word, 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

Preferred Qualifications

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

Speak a second language? Awesome, but not necessary

You are...

Customer Focused Customer focus is essential, with an expectation to consistently prioritize and enhance the customer experience. An excellent communicator You demonstrate exceptional proficiency in oral and written communication and an ability to explain technical concepts clearly to non-technical people. A team player You can collaborate openly as part of a team but 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. Highly organized and have a strong attention to detail Even a small error, like a mistype or incorrect booking, can impact multiple teams and most importantly, the customer experience. An analytical thinker You have the excellent ability to take initiative and prioritize Goal oriented and dedicated to continuous improvement Our industry is always changing and requires a desire to keep up on trends and education
At Novus, we are dedicated to fostering a warm and inclusive environment where everyone feels like they belong. We embrace diversity and inclusion, making sure everyone feels valued, respected, and empowered to share their unique perspectives and talents. Our goal is to remove barriers, so that everyone, no matter their background, identity, or abilities, can thrive here. Come, join us in building a workplace where everyone feels at home!

How to Apply

Please submit your resume and a cover letter detailing your experience and qualifications to: humanresources@novusnow.ca

Thank you to all applicants for your interest in this position. Only those selected to proceed to the next stage of the recruitment process will be contacted. We appreciate your understanding.

Job Type: Full-time

Pay: $44,000.00 per year

Benefits:

Casual dress Company events Dental care Disability insurance Employee assistance program Extended health care Life insurance On-site parking Paid time off RRSP match Tuition reimbursement Vision care
Ability to commute/relocate:

Vancouver, BC: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Vancouver, BC