Customer Service Representative

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.