Customer Care Loyalty Team Manager (In Office)

Job Responsibility:

Position Overview: *

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 Loyalty Team Manager - Customer Care in Fredericton locations. The hired candidate will oversee customer retention, loyalty, NPS, and churn mitigation in collaboration with Customer Care Leadership. They will manage the Loyalty Retention Team, demonstrating leadership, communication, and problem resolution skills. The role involves handling complex customer escalations, implementing motivational strategies, and analyzing NPS feedback. The Loyalty Team Manager ensures proactive customer outreach, conducts coaching sessions for process improvement, and is accountable for team performance and growth. Strong communication skills and flexibility for a dynamic work schedule are essential.

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:

• Post-secondary education or equivalent experience is preferred.
• Minimum 6 months CSR experience.
• 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.”
• Bilingualism (French/English) is an asset.

#XploreJobs

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.

Company Overview:

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.