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The Judge Group

Customer Service Representative

Mississauga, ON, Canada

Pay: $25 to $27 CAD / hour
Job type: Contract
Apply by: Oct 25, 2026
Posting language: English
Posted: Sep 25, 2026

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Original job description

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.

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More about this job

Responsibilities

Manage retention-related client interactions, investigate account concerns, and coordinate resolutions with internal teams. Review account activity to support renewal and save efforts, process account changes and case records, escalate unresolved issues, and identify opportunities to improve processes.

Requirements

Requires at least two years of experience in account or customer retention, analyzing account history and cancellation indicators, and using Microsoft Excel, Outlook, and Word. Relevant education, experience, or military experience may be considered in combination; experience in financial services, payments, SaaS, dispute handling, service recovery, or renewals is an asset.

Skills

Account Retention
Customer Retention
Client Save Programs
Account Analysis
Usage Trend Analysis
Cancellation Indicator Analysis
Microsoft Excel
Microsoft Outlook
Microsoft Word
Client Issue Investigation
Case Documentation
Service Recovery
Dispute Handling
Contract Renewals
Escalation Management
Cross-Functional Collaboration

Benefits

Medical Insurance
Dental Insurance
Vision Insurance

Visa sponsorship

Not detected in the job text

Keywords

Account Retention
Customer Retention
Client Save Programs
Account Concerns
Billing Questions
Service Issues
Cancellation Requests
Account History
Usage Trends
Cancellation Indicators
Renewal Efforts
Account Updates
Case Tracking
Escalation Management
Process Improvement
Microsoft Excel
Microsoft Outlook
Microsoft Word
Payments
Financial Services
SaaS
Dispute Handling
Service Recovery
Contract Renewals
Dialer Platforms
Workforce Management Tools
Sales Collaboration
Operations Collaboration

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