Proactive Retention Representative

    What you'll do: Required to utilize customer contact lists, fully review the accounts and then reach out to assigned customers in priority sequence with the ultimate goal being to create “stickiness” in order to reduce customer churn and to secure renewals, where warranted Responsible for enhancing or maintaining customer profitability while ensuring customer retention in the contract renewal process Required to ensure accurate and complete documentation on the Salesforce application/ADDs, as required, from each contact made for company visibility and data reporting, ensuring data integrity for reporting purposes. With support from the Customer Advocacy and Customer Growth and Retention areas, the PROS will initiate and support programs to engage and build strong commitment from our customers With support from the Marketing Team, the PROS will supplement outbound content initiatives with communication to customers that align with the messaging provided, including mailers, emails, and bill inserts, as applicable Consistently meet the identified performance targets, which will be achieved through customer relationship management, as well as through building strong relationships with other departments to resolve any identified customer issues while maintaining procedural and compliance-related guidelines Responsible for responding to any Customer Satisfaction Survey scores/comments from customers passed on from the Customer Retention Team, addressing and rectifying the current situation, and preventing any potential issues from occurring in the future Required to collaborate effectively, consistently and frequently with the other departments and teams in support of customer retention Maximizing the retention of our customer base, while respecting the financial guidelines set forth, and all associated compliance-related protocols.      What you bring: Post-secondary education, with a minimum of three (3) years’ relevant experience; prior experience in customer service, commercial sales, and/or accounting is preferred Exceptional customer service skills that are supported by strong verbal and written communication skills Exceptional negotiation skills and the ability to highlight the value proposition Excellent collaboration and interpersonal skills to build effective working relationships with leadership, peers, employees, external customers and other key stakeholders Attention to detail is mandatory, ensuring accurate and complete record keeping for reporting purposes Well-developed interpersonal skills and the ability to work effectively in a team environment Positive, can-do attitude, with a focus on solutions that consider both the customers’ needs, and the success of the business Strong emotional intelligence, with the ability to demonstrate empathy and concern over the phone Solid computer skills; specifically, MS Office: Outlook, Word, Excel, etc. are required; Salesforce is an asset Fluency in English, both written and verbal, is required Fluency in English and French, both written and verbal, is an asset.     Salary: $58,300 - $72,850 annually (based on skills, experience, qualifications, and geography).   Eligible employees may earn performance-based incentives and have access to comprehensive benefits and retirement plans with matching contributions. This posting is a for a newly created position. We do not use AI tools in the selection process and do not request pay history.