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Carrier Services Representative

3 weeks ago

Halifax, Nova Scotia, Canada Eastlink Full time

Carrier Services Representative

Designated office:

Eastlink

6080 Young St,

Halifax NS B3K 5M3

This position is:

100% on-site, reporting to the designated office

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most.  Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, and exclusive locally produced programming on Eastlink Community TV.

Eastlink's business customers include the best-known private companies, public sector organizations and carrier partners. Eastlink Business delivers fiber optic and 5G based telecommunications services to businesses including, high-capacity low latency Data Networking solutions to leading cloud application providers and data centers, Dedicated Internet, Managed Wi-Fi, Data Centre Colocation and Ground Station services, Cyber Security, business Mobile, IoT, Hosted IP based Voice Solutions (Hosted PBX, MS Teams, SIP), and Video entertainment solutions.

We are seeking a Carrier Services Representative to work with our Carrier clients including national and international service providers.

We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

As a Carrier Services Representative, you will be responsible for ensuring sales and service inquiries/orders from carrier partners are managed effectively and efficiently. You will engage internal subject matter experts to gather the required information, initiate engineering design requests, manage follow-ups, prepare responses and/or quotes, track and manage through to customer acceptance of order, to initiating solution build process, and ultimately ensuring accurate billing.

Job Responsibilities

  • In this role, you will be responsible for keeping well-organized records of carrier quotes, service orders, and supporting agreements. Each month, you'll prepare a revenue summary report that captures new orders, delivered services, and any changes due to renewals or disconnections.
  • You will manage essential documentation such as quotations, approved sales order forms, purchase orders, Telus Offshore Gateway forms, and master service agreements with applicable addendums.
  • A big part of your job is building strong relationships with wholesale carrier procurement teams. You'll need to understand their unique processes for requesting quotes, placing orders, renewing services, and handling disconnects. Timely and accurate responses are critical, and you'll work closely with the Director of Carrier Services, Wholesale Account Manager, and Customer Service Engineering team to ensure new services are quoted, documented, delivered, and invoiced promptly.
  • As the primary contact for standard service orders, you'll often be the first-person carriers reach out to for issue resolution. Acting as a customer advocate, you'll assign inquiries to the right support level and collaborate with internal teams to resolve problems quickly.
  • Day-to-day tasks include tracking email requests, opening tickets for new service inquiries (voice, wave, data, dedicated internet, broadband), and ensuring all services are quoted and delivered on time.
  • Because projects often span several weeks, you'll also provide regular updates to carriers. This includes hosting weekly or bi-weekly conference calls with major carriers like Telus, Verizon, and Zayo to review active projects, identify gaps, and keep everyone aligned. You'll prepare summary reports for these calls and support quarterly account reviews to improve communication and customer experience.

Job Requirements: 

  • A College Diploma or Technical Certification in Business, Engineering, or Project Management.
  • 2–5 years of experience in telecom services, with a solid understanding of different service types and options.
  • Strong background in client relationship management, including contract negotiation, dispute resolution, and inventory control.
  • Ability to obtain and maintain Federal Government Security Clearance.
  • Proficient in Microsoft Office Suite, including Visio and Project.

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team "on the ground" not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.  

Get your career started with us and stay with us, your journey begins here