Customer Service is at the heart of who we are. Meet our incredible team
At Northwestel, the core of every interaction, every solution, and every smile shared with our customers lies a simple truth: Customer service is at the heart of our identity. To our team, customer service is more than just a mindset; it drives our culture, fuels our innovation, and strengthens the relationships we build.
As we celebrate Customer Service Week 2025, we take a moment to recognize the incredible individuals who embody our commitment to excellence every single day. This week, we honour the dedication, expertise, and resilience of our customer service team, whose work continues to shape the way we serve and grow.
Scroll down to learn more about some of the customer service roles that help propel our organization forward.
Business Customer Service Representative
Business Customer Service Representatives are essential to delivering exceptional support to internal and external business clients. This vital role is responsible for handling inquiries, processing service requests, and maintaining strategic relationships that foster customer loyalty and reflect the company’s commitment to excellence. The position involves identifying customer needs, recommending tailored solutions, and ensuring that every interaction is handled with professionalism and care. Representatives coordinate service installations, manage account records, and resolve billing issues efficiently and collaboratively. This is a dynamic position suited for individuals who thrive in a fast-paced, customer-focused environment, and we proudly tip our hats to our Business Customer Service Reps this Customer Service Week.
“I’m excited to be in my role as a Business Care Customer Service Representative. In this position, we get to support our amazing business clients by answering their questions, resolving any issues, and helping with account management. Whether it’s billing questions, service updates, or troubleshooting, we’re here to assist through calls, emails, and chats. Building strong relationships is really important to us, so we always aim to provide friendly, timely, and empathetic service that our clients can count on. With my knowledge of our products, I enjoy guiding clients, suggesting solutions, and spotting upgrade opportunities. The team is all about problem-solving and clear communication to make our customers feel valued and supported. It can be a lot to juggle, but we’re the team that makes it happen.”
– Pierre McGowan, Business Care Customer Service Representative in Yellowknife
Customer Service Representatives
The job title says it all – Customer Service Representatives are the heartbeat of Northwestel’s commitment to customer satisfaction. They play a key role in building strong relationships, managing inquiries, and delivering timely, accurate support across products, services, and account needs. With a deep understanding of Northwestel’s offerings, they provide thoughtful solutions tailored to each customer’s situation. From resolving billing issues to coordinating orders and maintaining account integrity, their work ensures every interaction reflects care and professionalism. This dynamic role is ideal for individuals who thrive in a fast-paced, customer-focused environment. As we celebrate Customer Service Week, we proudly recognize the dedication and impact of our Customer Service Representatives.
“Working at Northwestel has provided me with a unique insight into Northern communities and the people we serve. Both the experiences and challenges in the Customer Care Centre make for a dynamic work environment alongside colleagues who make a positive difference with shared camaraderie every day. With educational opportunities, recognition for our achievements and the support and training needed to succeed, which in turn adds to a positive workspace. Having volunteer opportunities through Northwestel within the community has been great to take advantage of, too! Being local, working locally, and serving locally has been an endearing experience so far with Northwestel.”
– Elizabeth Seidl, Customer Service Representative in Whitehorse
External Service Desk Technicians
External Service Desk Technicians are the first line of support for Northwestel customers, providing expert troubleshooting and compassionate service to address technical issues. Whether responding to inquiries by phone or email, they work diligently to resolve problems related to internet, telephone, and device connectivity – often guiding customers step-by-step or remotely accessing systems to ensure quick solutions. Technicians analyze issues, validate performance, and follow up to confirm satisfaction. Operating in a fast-paced, team-oriented environment, they exude professionalism and strive for continuous improvement. Customer Service Week is the perfect time to acknowledge the quiet dedication and technical excellence they bring to every task.
Retail Sales Associate
Retail Sales Associates at Northwestel are the friendly faces behind our storefront experience, helping customers connect with the communications and entertainment products and services they rely on daily. Whether assisting walk-ins or getting you hooked up with the latest and greatest mobile device, they provide knowledgeable guidance, hands-on demonstrations, and tailored solutions that reflect a deep understanding of Northwestel and Bell’s offerings. From activating services to processing orders and maintaining accurate records, they keep things running smoothly while delivering standout service on the floor. With a mix of tech-savvy, teamwork, and a genuine passion for helping people, our Retail Sales Associates thrive in a fast-paced, customer-first environment. During Customer Service Week, we’re proud to celebrate the energy and dedication our Retail Sales Associates bring to every interaction.
Service Technicians
When connectivity matters most, Service Technicians are the ones who make it happen. At Northwestel, these skilled professionals install and maintain a wide range of telecommunications services – including TV, internet and voice – with precision and care. Their work takes them from climbing poles to coordinating on-site service, all while ensuring customers understand and feel confident in the solutions provided. Equipped with tools, technology, and a commitment to safety, they tackle each task with efficiency and professionalism. Adaptable, customer-focused, and with a get ’er done attitude, Service Technicians thrive in dynamic environments where no two days are the same. This Customer Service Week, we proudly celebrate the essential role they play in keeping our communities connected.
“Ever since I was a kid, I have loved working with tools, and I’d argue there are few other jobs in Yellowknife that provide the same level of opportunity to get my hands dirty while also engaging with new technology. As a Service Technician, I get to solve real problems in real time, whether it’s restoring a customer’s internet connection or setting up a new service. Over my 27 years with Northwestel, this job has kept me moving, thinking, and learning, and that’s exactly what I love about it.” – Terry Triffo, Service Technician in Yellowknife
This Customer Service Week, we extend our heartfelt thanks to all our customer service-focused teammates and recognize the dedication of customer service professionals across Northern Canada and around the world. If you're interested in learning more about the roles highlighted above – or exploring current opportunities in customer service at Northwestel – visit nwtel.ca/careers today.
