Job Title: Customer Service Representative
Location: Mississauga, ON (Onsite)
Duration: Contract 12+ Months
Benefits: Medical, dental, and vision insurance are available to qualified candidates
Job Description:
What you’ll do:
o Manage retention-related client interactions to address account concerns, billing questions, service issues, and cancellation requests.
o Investigate client issues, document findings, and coordinate resolution activities with internal teams.
o Review account activity, service history, and retention indicators to support renewal and save efforts.
o Process account updates, service changes, and case records in applicable systems.
o Escalate high-risk retention matters, service failures, or unresolved account issues to the appropriate teams.
o Support process improvement efforts by identifying recurring client concerns and workflow gaps.
o Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you’ll need to have:
o 2+ years of experience in account retention, customer retention, or client save programs.
o 2+ years of experience in analyzing account history, usage trends, or cancellation indicators to support retention decisions.
o 2+ years of experience in Microsoft Excel, Outlook, and Word for reporting, communication, and case tracking.
o 2+ years of equivalent combination of educational background, related experience, and/or military experience. Experience that would be great to have:
o Experience supporting retention activity in payments, financial services, or SaaS environments.
o Familiarity with dispute handling, service recovery, or contract renewal processes.
o Experience using dialer platforms or workforce management tools in a service environment.
o Ability to manage escalated client conversations while maintaining policy and documentation standards.
o Experience partnering with sales, service, and operations teams on account recovery efforts.
