Retention Specialist (AB) - 2025

DependableIT; Edmonton; Remote; CAD 34,000 - 40,000; Full time

Job summary

A growing Outsourcing company is seeking a Retention Specialist to enhance customer retention through outstanding service and problem resolution. This role demands excellent listening and interpersonal skills to ensure customer satisfaction. With a fun work culture and opportunities for career advancement, applicants with previous customer service experience are highly encouraged to apply.

Benefits

Medical, Dental and Vision Benefits after 6 Months

Career Advancement opportunities

An Amazing Team of Coworkers and Support Staff

Fun Work Culture that Appreciates You

Qualifications

• Minimum 1-year customer service/retention experience preferred.
• Exceptional customer service and interpersonal phone etiquette skills required.
• Comfortable with technology, Windows, and competent typing skills.

Responsibilities

• Provide exceptional customer service and problem-solving by responding to Inbound calls.
• Educate customers on the value of our services.
• Resolve customer inquiries in a fast-paced environment.

Skills

Customer service

Problem resolution

Active listening

Interpersonal skills

Technology

Job description

Posted Monday, May 26, 2025 at 4:00 AM | Expired Thursday, June 5, 2025 at 3:59 AM

DependableIT is a growing Outsourcing company. We strive to provide outstanding customer service to our customers and a fun and supportive environment for our employees. We know that our employees are our greatest asset. Our commitment to our employees equals our commitment to our customers; we are passionate about providing the best employee experience possible through dedicated coaching, feedback, and ongoing development.

We are looking for a Retention Specialist to join our customer service team. You will use active listening skills to understand customer concerns and work to provide them with solutions. In this proactive support role, we expect you to be able to get in front of issues as soon as possible and help with client retention. Applicants should have experience in customer support and problem resolution. We will provide training on the products and services we offer so you can educate customers on the true value of our company.

The ideal candidate for this position possesses the following characteristics:

• They are hungry for growth and committed to ongoing learning, self-fulfillment, health, and happiness
• They work to drive limitless improvement and innovation, while sharing ownership and leading by example at every step
• They support, value, and respect every team member with open communication, equal opportunity, and positivity to achieve goals together

Schedule Availability: Mon-Sun between the hours of 8 am – 9:30 pm EST (rotating shifts)

Wage: $17.00/Hour

Location: Work from home

What We Have to Offer:

• An Amazing Team of Coworkers and Support Staff
• Fun Work Culture that Appreciates You
• Medical, Dental and Vision Benefits after 6 Months
• Career Advancement - We promote from within; advance your career through your actions!

Working as a Retention Specialist, You Will:

• Provide exceptional customer service and problem-solving by responding to Inbound calls
• Ensure a high level of customer satisfaction through proactive support and active listening
• Educating customers on the value of our services
• Spotting chances to make someone’s service better (and maybe sell them something they'll love)
• Ability to work from home
• Resolve customer inquiries
• Work in a fast-paced, high-volume environment
• Be comfortable with change
• Multitask efficiently using several Windows applications simultaneously to verify customer information, determine the root cause of any issue, and provide the proper resolution
• Achieve performance goals for call time, accuracy, quality, de-escalation, and customer satisfaction

Working as a Retention Specialist, You Should Have:

• Stellar attendance and punctuality are a must
• Minimum 1-year customer service/retention experience preferred
• Ability to receive and implement ongoing feedback/coaching
• Exceptional customer service and interpersonal phone etiquette skills
• Comfortable with technology, the Internet, Windows, and competent typing skills
• Ability to successfully employ de-escalation strategies
• Must be results-oriented
• Motivated to be a consistent performer
• Availability to be scheduled between 8 am and 9:30 pm, EST, Mon-Sun

Additional information:

• Candidates must be legally able to work in Canada
• Candidates should not be convicted of a criminal offense for which a pardon has not been received