On-Site Customer Service and Retention Agent $17.00/hr

Blue Ocean Contact Centers • Halifax, NS

8d • CA$17 • Hybrid

About The Position

We are searching for committed sales and customer care professionals. A major part of your responsibility in this role will be to retain customers who are looking to cancel their services. You will do that by seizing opportunities to suggest products or services that suit their needs, and you will have lots of tools in your tool kit with customer incentives and discounts at the ready to make that happen. If the idea of sales work makes you uncomfortable, stressed, or drained, then this won’t be the right fit for you. If you love the challenge of turning a “no” into a “yes,” you’ll feel right at home. You’ll be handling complaints, questions, and even some light troubleshooting - all while remaining positive and upbeat. To be happy and successful in this role, you’ll need to be resilient and resourceful and strive to create a meaningful experience with each connection made. If you’re a person who draws negative energy from others in times of stress, maybe take a pass on this one. If you’re a person who brings positive energy to trying situations, this could be a good fit.

Requirements

• Experience in a customer care role.
• Effective written and verbal communication skills. You need to be able to clearly, and persuasively, communicate.
• Demonstrated ability to stay calm and positive under pressure. You need well-developed customer service skills to deal with repetitive issues and challenging situations.
• Sufficient tech aptitude to provide basic troubleshooting. You’re comfortable with navigation on a range of mobile devices and can help others with browser settings (PC &Mac) to manage things like pop-up ad blockers, clearing caches, and password resets.
• Demonstrated ability to quickly build a positive connection with customers.
• A committed work ethic and reliability with a consistently positive attitude. You’re someone who wants the team to succeed.
• Must have open working availability within the operational hours (7:00am to 9:00pm on weekdays, 8:00am to 5:00pm on Saturdays, and 9:00am to 5:00pm on Sundays).

Nice To Haves

• Specific experience in retention services is considered a strong asset.
• Experience with Salesforce is considered an asset.

Responsibilities

• Deliver fast, friendly, and effective support to our customers.
• Find ways to retain customers who are looking to cancel or are unhappy with their services. Creating customer “saves” is a key individual goal.
• Basic troubleshooting for web-based apps, website navigation, and account inquiries.
• Take ownership of each inquiry you handle. One-touch resolution is the goal.
• Follow risk and compliance processes and policies to maintain customer privacy.

Benefits

• Health, Dental, and Vision Benefits at 30 days, as well as access to a dedicated virtual health program.
• Group RSP with matching contribution option.
• Life Insurance.
• Free employee & family assistance program for legal, financial, and health support.
• Ample opportunities to earn extra funds with incentives based on your quality performance and save/retention rate!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed