Remote Retention Specialist — Customer Care & Upsell

Cogeco Connexion; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading telecommunications provider is seeking a Retention Specialist for a remote position in Ontario. You'll provide exceptional customer service, focusing on loyalty and value-based relationships, while addressing inquiries regarding service downgrades or disconnections. The ideal candidate has strong communication and negotiation skills, and aims to exceed customer satisfaction targets. Previous call center experience is a plus, along with a high school diploma.

Benefits

Flexibility in working hours

Discounted services

Attractive compensation packages

Career evolution opportunities

Support for technological passion

Qualifications

• Minimum 1 year of customer service experience preferred.
• Previous experience in a call-center environment is preferred.
• Performance at a high standard with KPI expectations.

Responsibilities

• Handle customer requests to downgrade or disconnect services.
• Resolve customer issues and build product value.
• Call customers to maximize retention and sales.
• Resolve billing inquiries and service discrepancies.

Skills

Strong communication skills (written and verbal)

Negotiation skills

Customer service skills

Detail-oriented

Self-motivated

Experience in Google Suite applications

Data entry experience

Education

High School Diploma

Post-secondary education

Tools

PC navigation skills

Windows environment understanding

Job description

A leading telecommunications provider is seeking a Retention Specialist for a remote position in Ontario. You'll provide exceptional customer service, focusing on loyalty and value-based relationships, while addressing inquiries regarding service downgrades or disconnections. The ideal candidate has strong communication and negotiation skills, and aims to exceed customer satisfaction targets. Previous call center experience is a plus, along with a high school diploma.