Customer Service Representative

Reliance Home Comfort; Cambridge; Ibrido; CAD 42.000 - 56.000; Tempo pieno

Vantaggi offerti da questo lavoro

Training & development

Competitive bases pay

Benefits for you & family

Career advancement

President's Club trip

Great Place to Work

Descrizione del lavoro

Reliance Home Comfort in Canada is seeking a Customer Solutions Specialist to retain customers expressing interest in canceling services. You will engage customers by phone and writing, educate them on products and contract terms, and work with internal teams to resolve concerns.

A strong focus on problem-solving, negotiation, and clear communication is essential. The role emphasizes customer-first service, adaptability to changes, and collaboration within a hybrid work environment.

Competenze

• Exceptional customer service experience.
• Strong negotiation and sales abilities.
• Excellent problem-solving skills for diverse customer needs.
• Confidence in handling potentially conflicting situations.
• Ability to interpret contract language and relay terms clearly.
• Professional, customer-focused approach with strong communication skills.

Mansioni

• Retain customers expressing interest in canceling their service.
• Engage customers over phone and written communication to persuade retention.
• Educate customers on Reliance products, services, and contract terms.
• Provide active listening and address customer concerns and needs.
• Coordinate with internal teams to resolve issues and blockers.
• Identify attrition drivers and suggest retention tactics.
• Articulate options and process account changes per terms and conditions.
• Help control costs and risks through adherence to processes.

Conoscenze

Customer service

Negotiation

Sales ability

Problem solving

Conflict handling

Communication (written)

Descrizione del lavoro

Find Your Limitless with Reliance

By joining Reliance as aCustomer Service Representative, you'll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth, and we encourage it by rewarding our Team Members for their success in many ways. If you're ready to find your limitless - join us!

What will you do?

We are looking for passionate and dynamic individuals to join our team! In the role of Customer Solutions Specialist, your goal is to retain customers who have expressed an interest in canceling their service. At all customer touch points, the Customer Solutions Specialist will ensure an outstanding customer experience is being delivered through professional, courteous, and supportive conduct.

• Learn and grow as an important part of a team that cares about Reliance and its customers.
• Engage customers in an enthusiastic and persuasive conversation about the benefits of remaining with Reliance, while maintaining sincerity and realism - over the phone, and in writing
• Educate existing customers on Reliance products and services along with the contractual details of their agreement.
• Provide active listening to customer concerns, complaints and needs.
• Liaise with internal departments to resolve customer concerns.
• Identify competitive activities, new attrition drivers and recommend retention tactics.
• As required, articulate the applicable options and process the corresponding account closure as per the terms and conditions.
• Contribute to effective cost and risk control through productivity and adherence to corporate processes and controls.
• Provide an outstanding customer experience.

What do we offer?

• The tools you need to succeed - including the tools for the job as well as training and development programs.
• A successful and knowledgeable team to be part of and learn from
• Competitive bases pay plus the ability to earn more tied to your success - the only limit is your potential.
• A great benefits plan for you / your family
• Career paths so you can advance in the company.
• A variety of perks for high-performing Team Members including the chance to win and be part of our annual President's Club trip to a tropical destination.
• Award-winning and one of Canada's Most Admired Corporate Cultures with a proudly diverse and inclusive team

What do you bring?

• A growth mindset: above all else, we're looking for people who are dependable, ambitious and want to grow with Reliance.
• You have exceptional customer service experience.
• You have strong negotiation and sales abilities.
• You have excellent problem-solving skills to deal with diverse/complex customer needs.
• You are confident in situations where there is potential for conflict.
• You are comfortable interpreting contract language and relaying key terms and conditions in an easy-to-understand manner.
• You are professional and customer focused.
• You have excellent written and verbal communication skills.
• You thrive in an environment subject to frequent change with minimal lead time.
• You are self-motivated and can work within established guidelines with minimal scripting.
• You are persistent and driven to work towards personal and team targets.

Why Reliance?

As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada's largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.

This posting is for an existing vacancy.

We use AI-enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people.

Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

For more information, please visit www.reliancehomecomfort.com

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