OCSC Recruiting Call Center Retention Specialists (F/T) Full Time in Toronto, ON

OCSC Recruiting

Branch Toronto ON CA

Call Center Retention Specialists (F/T)
Toronto, ON

Handle inbound cancellation calls from existing customers. Responsible for skillfully retaining customers through positive customer relationship building….

Job Overview
The Retention Specialist answers incoming calls from new and existing clientele, who are inquiring about products, services, and billing. The Retention Specialist’s major focus is to retain customers who may be calling to cancel their services or program, as well as up-selling, or cross selling.

The Retention Specialist communicates with new and existing clientele to convey the appropriate program and service benefits, rebuttals, and additional promotions. The Retention Specialist position is required to meet sales goals for both retention and cross sell opportunities, call quality criteria, and attendance standards.

Paid Training: We provide all of our new Retention Specialists with fully paid training. Trainees are trained and measured with sales goals, quality guidelines, and solid professional performance.

Base Pay: Retention Specialists will earn $18.00 per hour plus commissions.

All retention agents must be flexible enough to work during our operation hours of 8:30am-9:00pm Monday-Friday and 8:30am-7:00pm on Saturday and Sunday. Retention Specialists may be required to work on weekends and some holidays.

Job Details:
The main purpose of the position is to keep/retain our new and existing clientele. Suggestive sale techniques would be used in order to upgrade customer’s accounts to additional products and services. A customer-centric mindset is necessary in order to ensure long-term customer satisfaction.

Job Functions:

  • Handle inbound cancellation calls from existing customers
  • Responsible for skillfully retaining customers through positive customer relationship building
  • Diffuse the irate customer situation by utilizing strong listening skills and probing techniques
  • Identify reason(s) for cancellation and overcome objections in an effort to retain the customer
  • Effectively transition from the save to upgrading the customer to additional products and services
  • Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers
  • Punctual and consistent attendance is required.
  • Provide one call resolution of all customer inquiries and concerns
  • Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner
  • Perform other related duties as assigned


Job Requirements:

  • Customer-centric mentality (1-2 years high volume call center experience)
  • Retention experience required

Preferred Qualifications:

  • Demonstrated ability to work independently
  • Effective listening skills with high level of empathy
  • Effective verbal communication skills, including grammar and tone
  • Ability to probe and correctly identify customer needs/concerns
  • Strong Problem solving ability
  • Ability to deal with rejection
  • Manage confrontation and remain confident
  • Knowledge of company products, services, marketing campaigns and save offers
  • Ability to overcome customer objections and retain customers
  • Self-motivator – upbeat and with a high energy level
  • Team player
  • Strong work ethic
  • Positive Attitude

Education & Experience:

  • High school diploma or GED equivalent
  • Ideal candidates will have 1 year of retention experience.

To Apply
To apply for this position, please respond with a copy of your resume.

Local Candidates Only

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Toronto, ON, CA
Posted on: 2015-03-23
Posted by: