Customer Solutions Specialist (108101)

Location: Cambridge, ON
Date Posted: 23-08-2017
Primary Mission: 
Attempt to retain customers who have expressed an interest in cancelling their service through education, identifying and addressing needs/concerns and when required, devising a plan of action that offers a mutually beneficial resolution within the contractual limitations and Reliance policies.  At all customer touch points, the Customer Solutions Specialist will ensure an outstanding customer experience is being delivered through professional, courteous and supportive conduct.
Key Responsibilities:
  • 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, changes in the market, new attrition drivers and recommend retention tactics
  • Obtain an in depth knowledge of the various customer contracts and associated options available to customers
  • If unsuccessful in saving a customer, articulate the applicable options and process the corresponding account closure as per the terms and conditions
  • Perform role as per established retention benchmarks
  • Work with a sense of urgency to achieve service level objectives without sacrificing the delivery of an outstanding customer experience
  • Contribute to effective cost and risk control through productivity and adherence to corporate processes and controls
Skills, Abilities and Experience:
  • 2 years of customer service experience in a fast paced call centre environment
  • Retention/customer loyalty experience
  • Excellent problem-solving skills to deal with diverse/complex customer needs
  • Demonstrated ability to negotiate resolutions
  • Confident in situations where there is potential for conflict
  • Comfortable interpreting contract language and relaying key terms and conditions in an easy to understand manner
  • Professional and customer focused - experience interacting with both internal and external customers
  • Excellent written and verbal communication skills
  • Thrives in an environment subject to frequent change with minimal lead time  
  • Self-managed - work within established guidelines with minimal scripting  
  • Persistent and driven to work towards personal and team targets; open to feedback on performance
  • Technical aptitude – able to manage multiple systems while interacting with a customer
  • Flexibility in work schedule – able to work evenings and weekends
  • Punctual and reliable
  • University or college education preferred
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