Specialist, Retention

Accountabilities

• • Handle inbound customer requests related to service downgrades, cancellations, pricing, technical concerns, service issues, and competitive offers, using effective negotiation and retention techniques.
  • Identify customer needs and provide customized solutions designed to resolve concerns, retain existing customers, and create additional sales opportunities.
  • Clearly communicate the features, benefits, and value of available products and services while highlighting relevant advantages over competitors.
  • Conduct outbound calls to targeted customer lists to maximize retention and sales opportunities.
  • Resolve customer questions, billing inquiries, account discrepancies, and service issues efficiently while meeting established quality and KPI targets.
  • Promote and upsell relevant products and services during customer interactions and accurately process resulting orders.
  • Apply appropriate billing procedures, including credit and debit policies, when adjustments to customer accounts are required.
  • Investigate and troubleshoot escalated customer inquiries across relevant systems, using sound judgment and strong interpersonal skills.
  • Monitor competitor pricing, promotions, products, and market developments to provide accurate information and identify significant changes requiring escalation.
  • Demonstrate empathy, integrity, professionalism, and a proactive customer-first approach during every interaction.
  • Maintain high standards of first-call resolution, productivity, service quality, and customer satisfaction.
  • Support departmental initiatives, special projects, and other operational requirements as assigned.
  • Remain adaptable to changing business requirements, including rotating schedules and customer service needs across a 24/7 operating environment.

  Requirements

  • High school diploma required; post-secondary education is considered an asset.
  • Approximately 1 year of professional experience preferred, with 1–2 years of previous call center or customer service experience strongly preferred.
  • Previous experience in customer retention, sales, telemarketing, or a similar customer-facing environment is an asset.
  • Demonstrated ability to achieve performance targets and consistently meet established KPIs and quality standards.
  • Strong written and verbal communication skills, with the ability to listen actively and explain solutions clearly.
  • Strong negotiation, persuasion, and problem-solving abilities, particularly when handling customers considering cancellation.
  • Customer-focused, empathetic, and professional approach, with the resilience to manage difficult or high-pressure interactions.
  • Detail-oriented and capable of analyzing customer issues, troubleshooting independently, and taking initiative to resolve problems.
  • Comfortable working independently while remaining collaborative and open to coaching, change, and continuous learning.
  • Previous experience working with PCs and navigating a Windows environment is required; data-entry experience is an asset.
  • Familiarity with Google Workspace applications is an asset.
  • General knowledge of broadband, telecommunications, cable, or internet services is an asset.
  • Strong organizational skills and the ability to multitask in a fast-paced environment.
  • Flexibility to work rotating shifts, including days, evenings, weekends, and public holidays, based on evolving business requirements.

  Benefits

  • Remote work: Province-wide work-from-home opportunity in Ontario.
  • Flexible working environment: Support for balancing professional responsibilities with life outside work.
  • Competitive compensation: Attractive pay package combined with a supportive workplace culture.
  • Employee service discounts: Access to discounted services for personal use.
  • Benefits coverage: Comprehensive employee benefits designed to support overall well-being.
  • Career development: Access to tools and opportunities designed to support professional growth and career progression.
  • Technology-focused environment: Opportunities to work with and develop expertise in modern customer service and telecommunications technologies.
  • Inclusive workplace: A culture that values diverse backgrounds, perspectives, collaboration, and belonging.
  • Well-being focus: Commitment to supporting employees' health, safety, and overall workplace experience.