Company: Novus Entertainment Inc.

Location: Vancouver / Hybrid work arrangement after training & development period
Employment Type: Full-Time

Department: Customer Solutions

Reports To: Manager, Customer Solutions

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

• Deliver exceptional, empathetic customer service and technical support via phone and email
• Listen to customer needs and guide them toward appropriate Television, Internet, and Phone solutions
• Create and manage new customer accounts, schedule service appointments, and ensure work orders are accurate

and complete

• Clearly explain billing, payments, and account details to help customers feel informed and confident

• Troubleshoot, investigate, and resolve technical issues with patience and care

• Conduct outbound calls and follow-ups to support customers and ensure issues are fully resolved

• Process and coordinate equipment returns through Canada Post

• Provide front-desk and receptionist support when required

• Contribute to a positive team environment by assisting with additional tasks as needed

Required Qualifications

• 1-2 years’ experience in a customer service function and/or 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

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

o Customer focus is essential, with an expectation to consistently prioritize and enhance the customer

experience.

• An excellent communicator

o You demonstrate exceptional proficiency in oral and written communication and an ability to explain

technical concepts clearly to non-technical people.

• A team player

o You can collaborate openly as part of a team but also work independently with minimum supervision

• Cool under pressure

o 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

o Even a small error, like a mistype or incorrect booking, can impact multiple teams and most importantly, the

customer experience.

• An analytical thinker

o You have the excellent ability to take initiative and prioritize

• Goal oriented and dedicated to continuous improvement

o 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.