Customer Service Representative

4 weeks ago

Cambridge, Canada Reliance Home Comfort Full time

Find Your Limitless with Reliance

By joining Reliance as a Customer Service Representative, you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless - join us

What will you do?

We are looking for passionate and dynamic individuals to join our team In the role of Customer Solutions Specialist, your goal is to retain customers who have expressed an interest in canceling their service. At all customer touch points, the Customer Solutions Specialist will ensure an outstanding customer experience is being delivered through professional, courteous, and supportive conduct.
- Learn and grow as an important part of a team that cares about Reliance and its customers.
- Engage customers in an enthusiastic and persuasive conversation about the benefits of remaining with Reliance, while maintaining sincerity and realism - over the phone, and in writing
- Educate existing customers on Reliance products and services along with the contractual details of their agreement.
- Provide active listening to customer concerns, complaints and needs.
- Liaise with internal departments to resolve customer concerns.
- Identify competitive activities, new attrition drivers and recommend retention tactics.
- As required, articulate the applicable options and process the corresponding account closure as per the terms and conditions.
- Contribute to effective cost and risk control through productivity and adherence to corporate processes and controls.
- Provide an outstanding customer experience.

What do we offer?
- The tools you need to succeed - including the tools for the job as well as training and development programs.
- A successful and knowledgeable team to be part of and learn from
- Competitive bases pay plus the ability to earn more tied to your success - the only limit is your potential.
- $1000 one-time bonus after 12 months of successful employment
- A great benefits plan for you / your family
- Career paths so you can advance in the company.
- A variety of perks for high-performing Team Members including the chance to win and be part of our annual President’s Club trip to a tropical destination.
- Award-winning and one of Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What do you bring?
- A growth mindset: above all else, we’re looking for people who are dependable, ambitious and want to grow with Reliance.
- You have exceptional customer service experience.
- You have strong negotiation and sales abilities.
- You have excellent problem-solving skills to deal with diverse/complex customer needs.
- You are confident in situations where there is potential for conflict.
- You are comfortable interpreting contract language and relaying key terms and conditions in an easy-to-understand manner.
- You are professional and customer-focused.
- You have excellent written and verbal communication skills.
- You are self-motivated and can work within established guidelines with mínimal scripting.
- You are persistent and driven to work towards personal and team targets.

Why Reliance?

Reliance is the industry leader in providing home comfort solutions and we do just that in over 2 million customer homes across North America. Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Reliance is a $1 Billion business with 2,600 team members and we’re growing We’re proud to be recognized as one of Canada’s 10 Most Admired Corporate Cultures. It's our team members and their relentless focus on the business, each other, and our customers that makes us great.

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