Job Title: Customer Service Rep/retention Specialist
Location: Mississauga Ontario (Onsite)
Duration: 12+ Months
About the Role
As a Retention Specialist, you will support client loyalty and retention efforts by helping resolve account concerns, addressing service-related issues, and identifying opportunities to preserve and strengthen client relationships. You will work cross-functionally to improve retention outcomes, protect revenue, and contribute to a consistent and positive client experience.
Responsibilities
- Manage retention-related client interactions, including account concerns, billing inquiries, service issues, and cancellation requests.
- Investigate client issues, document findings, and coordinate resolution activities with internal stakeholders.
- Review account activity, service history, and retention indicators to support renewal and account retention efforts.
- Process account updates, service modifications, and case records within applicable systems.
- Escalate high-risk retention matters, service failures, or unresolved account issues to the appropriate teams.
- Support continuous process improvement initiatives by identifying recurring client concerns and workflow gaps.
- Perform additional responsibilities as assigned. Duties and responsibilities are not intended to be all-inclusive and may be modified as necessary.
Minimum Qualifications
- 2+ years of experience in account retention, customer retention, or client save programs.
- 2+ years of experience analyzing account history, usage trends, or cancellation indicators to support retention decisions.
- 2+ years of experience using Microsoft Excel, Outlook, and Word for reporting, communication, and case tracking.
- 2+ years of experience through an equivalent combination of educational background, related professional experience, and/or military experience.
Preferred Qualifications
- Experience supporting retention activities within payments, financial services, or SaaS environments.
- Familiarity with dispute management, service recovery, or contract renewal processes.
- Experience using dialer platforms or workforce management tools within a service-focused environment.
- Ability to manage escalated client interactions while maintaining policy compliance and documentation standards.
- Experience partnering with sales, service, and operations teams to support account recovery efforts.
Work Environment
- This is an on-site role requiring attendance Monday through Friday.
- In-person collaboration is considered an essential part of the role and contributes to onboarding, team engagement, and overall productivity.
- This position requires the regular use of a computer and audio equipment.
