Business Customer Loyalty Representative

7 months ago


Winnipeg, Canada Xplore Inc. Full time

**Position Overview**:**

We are looking for an Xplore Business Customer Loyalty Representative to join our Enterprise Solutions team in Winnipeg, MB, or remote location. The primary purpose of this role is to improve the customer experience across all departments of Xplornet and drive retention for at risk customers. The Customer Loyalty Representative will be involved in reactive and proactive customer situations with the intent to facilitate an issue resolution as well as identify customer experience gaps and potentially drive a business process change. The Enterprise Customer Loyalty Representative will resell our commitment back to our customer’s and restore faith in Xplornet services.

**Key responsibilities include**:

- Effectively retaining customers by utilizing strong listening, critical thinking and sales skills to effectively resell the value of Xplore’s Business products and services.
- Interacting with internal team members and managers in order to resolve customer issues. This includes live consultation and case escalation with follow up to ensure resolution has been completed.
- Identify new business practices that could be introduced by Enterprise or suggest modifications to existing practices that could reduce the risk of customer cancellation.
- Lead assignments, DIA Account Activation and billing, Lead Assignments, and Documenting customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.
- Post-secondary education or equivalent experience is preferred.
- Minimum 6 months experience as a Customer Service Representative. Strong working knowledge of Microsoft Office programs such as Word and Excel.
- Excellent communication skills, both verbal and written.
- Well-developed customer service skills, negotiation skills, interpersonal skills and organizational skills.
- A “get it done attitude.”
- Bilingualism (French/English) is an asset.

Xplore Inc. offers a competitive compensation package with excellent

company benefits, including matched participation in a group RRSP and a comprehensive health and dental plan.
**Condition of employment**:
Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

**Company Overview**:
Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.



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