Bilingual Retention Specialist

2 weeks ago

North York, Canada Unity Payments Full time

They will build trust and relationships with customers through open communication as well as provide accurate, valid, and complete information by using the right methods/tools.

Also, they will be required to meet retention targets and productivity quotas, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolution.

There will be numerous amounts of products and services that will need to be learned. We require accurate records of customer interactions, process customer accounts and file documents, follow communication procedures, guidelines and policies and take the extra mile to engage customers and solve their time-sensitive problems.

**Primary Responsibilities**:

- Be a point of escalation for clients who are considering closing their accounts and find the right offer to ensure they stay with Unity Payments.
- Resolve issues regarding clients’ accounts, their billing, and Elavon products.
- Investigate customer concerns and inquiries by asking the right questions to determine the best course of action for a resolution.
- Communicate resolution in a timely manner to clients, partners and other teams.
- Suggest useful information to customers about Elavon products and services that may benefit their account.
- Coordinate and liaise with cross-functional departments to resolve technical and accounting issues.
- Build and maintain relationships with clients and our partners.
- The ability to communicate well to customers in both English and French is a hard requirement for this position.

About Unity Payments

Unity Payments offers payment processing and solutions to small and medium enterprises across Canada. The benefits of working for us include:

- Unlimited Bonus potential
- Paid training
- Paid lunch
- Dental care
- Extended Heath care
- On-site parking
- Free coffee, tea, and hot chocolate,
- Free pop and snacks
- Quarterly work gatherings
- Employee appreciation incentives

**Salary**: $45,000.00-$55,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Discounted or free food
- Extended health care
- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus pay

Application question(s):

- Please note this is an IN OFFICE full time position. There is NO remote work.

**Experience**:

- Customer service: 1 year (required)
- Customer retention: 1 year (required)

**Language**:

- English (required)
- French (required)

Work Location: In person

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