Retention Associate

3 weeks ago

Ottawa, Canada Distributel Full time

Since 1988, Distributel connects Canadians to the people, passion, and priorities that matter. By constantly challenging ourselves to simplify, add utility, and humanize the ways people do business with us, we will create a valuable experience for our customers in every way.

Join an award-winning organization in its mission to provide a true alternative to Canadian consumers

**LOCATIONS**:

- Ottawa, Ontario

**ABOUT THE OPPORTUNITY**:
Reporting to the Manager, B2B Sales Operations, the Retention Associate is responsible for providing support to Internet Companies Group, B2B customers. The Retention Associate assists business customers post sale with retention, cancellations as well as credit, debit, and refund adjustments. Core to this position is the responsibility and ability to utilize sales tools to retain or right size customers and their related services and manage credit, debit, and refund adjustments.

The Retention Associate is responsible for supporting both internal and external customers with a high level of professionalism with the common goal of revenue growth.

**KEY RESPONSIBILITIES**:

- Serve as the customer’s advocate managing and coordinating with various teams to provide the highest likelihood for retention whilst communicating with the client during the process.
- Provide Billing inquiry regarding retention and cancelation requests.
- Interact with internal support teams to ensure all clients are served with the highest possible standards.
- Complete all post call processing, documenting, and updating tools in an accurate, timely and thorough manner following documented processes and workflows.
- Provide accurate, detailed information regarding products to be cancelled, ECF calculations and payment options in a timely and efficient manner.
- Refer sales leads to appropriate location within Sales Department.
- Work with Manager to ensure client satisfaction i.e. notifying of cancelation /ECF billing discrepancies, and manager credit approvals.
- Actively seek out improvement within the team, and between teams, and areas of personal growth.
- Effectively communicate issues and concerns to Manager.
- Support Internet Companies Group in achieving its business objectives.
- Consistently provides a high level of customer satisfaction.
- Manage/work on special projects as assigned.

**WORKING CONDITIONS**:

- Fast-paced environment
- Strict deadlines / Work under pressure
- Frequent work in multitasking mode
- Repetitive tasks
- Coverage Hours of work: Mon-Fri 7am to 8pm EST.
- Must be available on a planned and approved basis for special after hours and weekends to complete work and or support projects.
- This role is Work-From-Home.

**TOOLS & TECHNOLOGY USED**:

- Strong computer skills and technical literacy - Windows, MS Office, Word, Excel, Outlook.
- Knowledge of VoIP protocols such as SIP is a valued asset.
- MS office suite (including MS Word and MS Excel)
- Microsoft Outlook and SharePoint.
- Various software and web-based tools (including but not limited to uControl, DAS, Banff, MCF, Bell and Cable Portal)

**CREDENTIALS**:

- College/University School diploma or working experience equivalent
- 1-3 years Customer Service experience, preferably in telecommunications.

**LANGUAGE REQUIREMENTS**:

- Must be able to read, write and communicate verbally in English and French to support clients, work with vendors, use third party software to support customers across Canada.

**SKILLS & ABILITIES**:

- Demonstrated problem solving and decision-making skills.
- Solid understanding of products, procedures and processes required to support customers in a direct sales call center environment.
- Strong team player with the ability to develop and maintain relationships with internal and external customers.
- Excellent listening and analytical interpersonal skills
- Dependable, reliable, and responsible
- Ability to multitask.
- Excellent organizational and time management skills.
- Calm and level headed.

**VOICI CE QUI EST PRÉVU POUR VOUS/**HERE’S WHAT’S IN IT FOR YOU (ENGLISH VERSION FOLLOWS)**

Expérimentez une multitude d'opportunités que seule une entreprise en pleine croissance peut offrir en rejoignant une équipe dynamique qui travaille avec vigilance pour remodeler le paysage des télécommunications.

Le cœur et l'âme de notre programme de rémunération sont construits sur les fondations de notre vision, de notre mission et de nos valeurs.

Un programme de prestations médicales et dentaires d'entreprise de premier plan, ainsi que de nombreux autres avantages qui font de Distributel un excellent endroit où travailler. Des cotisations au REER. Nous favorisons l'équilibre entre vie professionnelle et vie personnelle avec des congés payés généreux. Nous offrons un excellent environnement de travail avec des événements sociaux organisés. Vous aurez des opportunités de croissance et de développement. Nous avons de superbes emplacements en centre-ville et des pers

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