Customer Care Loyalty Specialist - CSR - BIL

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

We are looking for a Bilingual Customer Care Loyalty Specialist based in our Cornwall, ON, Fredericton/Woodstock, NB, or Calgary, AB or remotely. The successful candidate will work to improve the customer experience across all departments of Xplore and drive retention for at-risk customers. The Customer Care Loyalty Specialist will be involved in reactive and proactive customer situations with the intent to facilitate an issue resolution as well as identify customer experience gaps and potentially drive a business process change. The Customer Care Loyalty Specialist will resell our commitment back to our customer’s and restore faith in Xplore services.

Key Responsibilities Include

• Effectively retaining customers by utilizing strong listening, critical thinking and sales skills to effectively resell the value of Xplore’s products and services.
• Interacting and partnering cross functionally with key departments (Billing and Collection, CCCS, and Marketing etc.) in order to resolve customer issues.
• This includes live consultation and case escalation with follow up to ensure resolution has been completed.
• Identifying new business practices that could be introduced by Customer Care and Marketing or suggest modifications to existing practices that could reduce the risk of customer cancellation.
• Participating in proactive outbound churn mitigation programs in order to pilot new churn mitigation strategies.
• This may also include outbound calling to repeat callers and other at-risk-churn customers to ensure issue resolution has been achieved.
• Sharing best practices for churn mitigation strategies with peers and Team Manager on a frequent basis.
• Documenting customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.

The Ideal Candidate Will Possess

• Bilingualism (French & English) fluent is a must
• Post-secondary education or equivalent experience is preferred.
• Minimum 6 months CSR experience or TSS.
• Strong working knowledge of Microsoft Office programs such as Word and Excel.
• Excellent communication skills, both verbal and written.
• Well-developed customer service skills, negotiation skills, interpersonal skills and organizational skills.
• A “Get It Done Attitude.”

Condition Of Employment

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

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