Retention Specialist

2 weeks ago

Central Ontario, Canada E Capital Full time
Retention Specialist - Internal Applicants Only


eCapital is currently seeking a Retention Specialist to join our Retention team in ourOrillia office. At eCapital, our employees are the base of our business, and dynamic employees enable us to service our clients in the most exceptional manner.

As a Retention Specialist, you will work closely with our clients, members of our Retention team and other departments to maintain client satisfaction. You will actively contribute to the growth of the company by providing advice and solutions and play a key role in the retention of our existing client base.

This role is responsible for:

  • Outbound calls of newly onboarded clients to evaluate their level of satisfaction
  • Retention and resolution of current client account concerns
  • Review of client accounts rates and negotiation
  • Evaluating client accounts based on several factors for profitability
  • Client communication, providing overview of service benefits and options by phone and email
  • Satisfaction surveys follow up
  • Recording, tracking, and reporting on client satisfaction in weekly meetings
  • Any other duties as assigned by the Retention Manager
Skills and Experience:
  • Ability to prioritize tasks
  • Strong attention to detail
  • Excellent organizational skills
  • Ability to spot, take ownership and solve problems
  • Strong written and verbal communication and interpersonal skills
  • Team Player, Self-Motivated, Ability to Multitask
  • Strong relationship management skills
  • Strong knowledge and demonstration of best practices
  • Proficiency with Cadence, MS Teams, Microsoft Office, OneDrive & Salesforce
Qualifications required:
  • Post- Secondary education in Business or related field is preferred
  • Minimum 6 months experience with eCapital
  • Spanish Language is an asset
  • Customer Service experience is an asset
* Please note that the role of Retention Specialist will require in-office presence, and that this role cannot be occupied remotely.* This posting is open to applicants in the Orillia and Nashville offices.
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