Customer Care Advisor-Provisioning

About the Company

Canadian Fiber Optics (CFOC) and Northern Lights Fiber is committed to bridging the digital divide: we bring best-in-class broadband internet to rural and underserved markets. We are built on a foundation of Courage, Curiosity, Compassion and Humility. And the truth is… we love what we do! Bringing communities together is a powerful thing, and we are proud of the impact we make in the lives of our customers.

Job Summary:

We are looking for a proactive and detail-oriented Customer Care Advisor to join our team!
This role will prioritize service provisioning and troubleshooting, working closely with our Field Installation and Technical teams to ensure smooth customer activation and timely issue resolution.

You will have the opportunity to learn and support all areas of our Customer Care operations, including customer service, billing, technical support, collections, and retention. This is an excellent role for someone who enjoys problem-solving, teamwork, and delivering outstanding customer experience from start to finish.

What you will be doing:

• Coordinate and support service provisioning, ensuring new installations, upgrades, and equipment activations are completed accurately and efficiently.
• Work closely with field technicians and installation teams to troubleshoot issues and communicate updates to customers.
• Assist customers via phone, email, and chat, providing professional and friendly service.
• Support customers with billing inquiries, payments, and account adjustments.
• Provide technical support by walking customers through troubleshooting steps
• Participate in collections and retention efforts by identifying solutions to help customers stay connected and satisfied.
• Accurately document all customer interactions and follow established processes to ensure timely resolution.
• Crosstrain across all Customer Care functions to provide coverage and continuous support to the team.
  

What we are looking for:

• A minimum of 2 years experience in a similar role.
• Experience in customer service, technical support, or a related role (telecommunications or utilities experience preferred).
• Strong communication skills with the ability to explain technical concepts in clear, simple terms.
• Excellent problem-solving and multitasking abilities.
• High attention to detail and ability to follow structured processes.
• Comfortable working with multiple systems and tools (CRM, ticketing, billing, or provisioning platforms).
• Team player with a proactive attitude and commitment to continuous learning.
• Availability to work varying shifts, including evenings or weekends, as required.
  

What We Offer:

At Canadian Fiber Optics Corp. our priority is our employees. The “work-hard-play-hard" isn’t just a saying for us - we are agile, passionate and energetic. We check our egos at the door, roll up our sleeves, move fast, get things done and support each other. Our leaders inspire the team, truly welcoming all members to be open, honest and provide feedback without fear of judgement. We want the curious, the champions and the collaborators.

We are consistently working to provide a safe work environment, competitive wages – including strong commission-based compensation, and many opportunities to learn and grow. If you commit to delivering results and make a difference, we look forward to hearing from you.

Work Schedule:

• Must be available to work evenings and weekends based on customer and business needs.
• Participation in a rotational on-call schedule may be required.