Retention Specialist (NB)

DependableIT; New Brunswick; Remote; CAD 30,000 - 60,000; Full time

Job summary

An innovative outsourcing company is seeking a Retention Specialist to enhance customer satisfaction and drive retention. In this role, you will leverage your customer service skills to actively listen and resolve customer concerns, ensuring a positive experience. The ideal candidate is committed to personal growth, thrives in a fast-paced environment, and is eager to learn. Join a fun and supportive team that values your contributions and offers career advancement opportunities. If you're passionate about delivering exceptional service and making a difference, this position is perfect for you.

Benefits

Medical, Dental and Vision Benefits after 6 Months

Career Advancement Opportunities

Supportive Work Culture

Amazing Team of Coworkers

Qualifications

• 1+ year of customer service/retention experience preferred.
• Exceptional interpersonal phone etiquette skills required.

Responsibilities

• Provide exceptional customer service and problem-solving via inbound calls.
• Educate customers on the value of services offered.

Skills

Customer Service

Problem Resolution

Active Listening

De-escalation Strategies

Multitasking

Education

High School Diploma

Tools

Windows Applications

Internet Skills

Job description

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 – 9:300 pm EST (rotating shifts)

Wage: $17.00/hr

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