Retention and Loyalty Representative
Retention and Loyalty Representative
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Job Description
About the Company
Canadian Fiber Optics (CFOC) and Norther Lights Fiber (NLF) is committed to bridging the digital divide: we bring bestinclass broadband internet to rural and underserved markets. We are built on a foundation of Courage Curiosity Compassion and Humility. And the truth is we love what we do! Bringing communities together is a powerful thing and we are proud of the impact we make in the lives of our customers.
Job Summary:
The Retention and Loyalty Representative is responsible for engaging with customers who have canceled services or are at risk of doing so in order to reestablish relationships and retain business. This is a fulltime position that requires ability/flexibility to work days evenings and weekends. This role focuses on identifying customer concerns providing solutions and encouraging customers to return or continue using the companys products or services. Success in this position requires excellent communication skills a customerfirst mindset and the ability to deliver tailored solutions that address client needs while aligning with business goals.
What you will be doing:
- Accept inbound phone calls from current customers looking to cancel their services.
- Promptly respond to inquiries and diffuse situations turning potentially negative experiences into positive ones.
- Provide industry leading customer service and ensure customer satisfaction.
- Analyze data and deep dive into specific customer segments to determine key churn areas or problems and propose solutions by presenting analysis/findings/business cases to various stakeholders and gain buyin.
- Assemble customer surveys to collect feedback on topics of interest compile results of surveys and develop next steps and recommendations
What we are looking for:
- Strong analytical and intuitive skills ability to problemsolve
- Excellent communication skills both written and verbal (ability to effectively communicate and present to people at all levels)
- Flexible and able to comfortably operate in an everevolving & changing environment
- Advanced skills in MS Excel and PowerPoint
- Strong analytical and intuitive skills ability to problemsolve
Schedule:
- This is a fulltime position 40 hours per week) with occasional weekend shifts
Required Experience:
Manager
Employment Type
Full-Time
