Loyalty /retention Specialist

2 weeks ago

North York, Canada Simply Smart Home Full time

**About Simply Smart Home**:
Simply Smart Home Inc. is more than an HVAC company - we’re a community that values our employees' well-being and growth. We foster continuous learning through tailored training and development opportunities and prioritize career advancement with a focus on internal mobility. Our inclusive culture, championing diversity and offering competitive benefits, is underpinned by a belief in the power of employee voice, ensuring a workplace where every individual is heard and valued.

**Job Overview**:
As a Loyalty /Retention Specialist, you will play a crucial role in ensuring the highest level of customer satisfaction by addressing and resolving customer concerns. In addition, you will be responsible for implementing retention strategies to retain and enhance the customer relationship. This position requires a proactive and solution-oriented approach, exceptional communication skills, and the ability to collaborate across various departments.

**Key Responsibilities**:
Escalation Management: Resolve escalated customer issues promptly, ensuring satisfaction and loyalty.

Retention Strategy: Develop and execute strategies to maintain and deepen customer relationships.

Cross-functional Collaboration: Collaborate with cross-functional teams to ensure seamless customer journey and enhance overall satisfaction.

Customer Advocacy: Champion customer needs, using feedback to drive improvements in our products and services.

Record-keeping: Accurately document customer interactions, analyze trends, and report on escalated cases and retention activities.

**Qualifications**:

- Minimum 1 year in a call center environment.
- College or university degree preferred.
- Demonstrated experience in customer service or related roles.
- Strong problem-solving skills and ability to manage difficult customer situations.
- Excellent communication skills, both written and verbal.
- Collaborative mindset to work with various teams.
- Experience in customer retention and/or sales is highly valued.

Pay: From $17.50 per hour

**Benefits**:

- Company events

**Education**:

- AEC / DEP or Skilled Trade Certificate (preferred)

**Experience**:

- Call center: 1 year (required)
- Customer service: 1 year (required)
- Customer retention: 1 year (preferred)

Work Location: In person

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