Specialist, Retention

📋 Description

• Handle inbound customer requests related to service downgrades, cancellations, pricing, technical
• Identify customer needs and provide customized solutions to resolve concerns, retain customers, and
• Communicate features, benefits, and value of products/services, highlighting advantages over
• Conduct outbound calls to targeted customer lists to maximize retention and sales opportunities.
• Resolve billing inquiries, account discrepancies, and service issues while meeting quality and KPI
• Promote and upsell relevant products/services and process resulting orders accurately.

🎯 Requirements

• High school diploma required; post-secondary education is an asset.
• Approximately 1 year of professional experience preferred; 1–2 years in call center or customer
• Experience in customer retention, sales, telemarketing, or similar customer-facing environment is
• Demonstrated ability to achieve performance targets and meet KPIs and quality standards.
• Strong written and verbal communication; active listening and clear solution explanations.
• Negotiation, persuasion, and problem-solving abilities; customer-first approach.

🎁 Benefits

• Remote work: Province-wide work-from-home opportunity in Ontario.
• Flexible working environment to balance responsibilities with life outside work.
• Competitive compensation and employee discounts on services.
• Benefits coverage and career development opportunities.
• Technology-focused environment with opportunities to develop expertise in telecom tech.
• Inclusive workplace valuing diversity and belonging; well-being focus.