Specialist, Retention

Job description

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. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Specialist, Retention based in Canada. This customer-focused role is designed for a persuasive and empathetic professional who can turn challenging customer interactions into opportunities to build loyalty. Working remotely from Ontario, you will support customers considering downgrading or disconnecting their services. You will identify their needs, address concerns, and create tailored solutions that demonstrate lasting value. The role combines customer service, retention, sales, negotiation, and problem-solving in a performance-driven environment. Success requires resilience, strong communication, and the ability to consistently meet or exceed quality and KPI expectations. You will also have opportunities to develop your sales and technology expertise while contributing to a positive customer experience.