Retention/Winback Specialist

2 weeks ago

Edmonton, Canada Canadian Fiber Optics Corp Full time

About the Company

Canadian Fiber Optics (CFOC) and Norther Lights Fiber is committed to bridging the digital divide: we bring best-in-class 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/Winback Specialist is responsible for engaging with customers who have canceled services or are at risk of doing so, in order to re-establish relationships and retain business. This is a full-time 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 company’s products or services. Success in this position requires excellent communication skills, a customer-first mindset, and the ability to deliver tailored solutions that address client needs while aligning with business goals.


Key Responsibilities

  • 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 buy in.
  • Assemble customer surveys to collect feedback on topics of interest compile results of surveys and develop next steps and recommendations.

Qualifications

  • Strong analytical and intuitive skills – ability to problem solve.
  • 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 ever evolving & changing environment.
  • Advanced skills in MS Excel and PowerPoint.

What We Offer:

At Canadian Fiber Optics Corp., our priority is our employees. We are consistently working to provide a safe work environment, competitive wages, performance-based commission, and many opportunities to learn and grow. We work at a pace that does not compromise our safety or quality of workmanship. If you commit to delivering results and make a difference, we look forward to hearing from you.


Diversity and Inclusion Statement

At Canadian Fiber Optics Corp., we are passionate about building a diverse and inclusive team that reflects the global community we serve. We believe that diverse perspectives fuel innovation and drive success.


We welcome applicants from all walks of life, and we are committed to creating an environment where everyone can thrive. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


Our hiring process is designed to be inclusive and accessible. If you need any accommodations during the application or interview process, please get in touch with us at HR@Canadianfiberoptics.ca.


We are proud to support various employee resource groups and diversity initiatives that promote a culture of belonging and continuous learning. Join us in shaping the future of technology in a workplace where your unique contributions are valued.

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