Customer Loyalty Specialist for Zippy Shell handling sales retention through customer communication. Analyzing cancellation requests to negotiate and retain customer loyalty in a call center environment.
About the role
- Customer Retention Specialist in Toronto handling billing inquiries for Jobber customers. Engaging with customers to enhance their subscription experience and drive retention efforts.
Responsibilities
- Respond to billing and subscription inquiries via phone, chat, and email while maintaining strong productivity and quality standards
- Lead confident, value-driven conversations with customers considering cancellation or downgrade, identifying solutions that drive retention and long-term success
- Use a consultative approach to understand root causes and influence positive customer outcomes
- Proactively engage escalated or at-risk customers, taking ownership of complex situations and driving resolution
- Partner with cross-functional teams to share trends and insights that improve customer experience and reduce churn
- Adapt quickly to evolving processes, tools, and product updates in a growing environment
Requirements
- A track record of thriving in high-volume, customer-facing environments
- The ability to influence outcomes
- Strong verbal and written communication skills
- A results-driven mindset
- Resilience and composure
- Strong problem-solving ability
- Adaptability in a growth environment
- Reliability and accountability
- Confidence with technology
Benefits
- A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind
- Matching in RRSP, TFSA or FHSA
- Stock options
- Dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential.
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