Customer Retention Specialist in Toronto handling billing inquiries for Jobber customers. Engaging with customers to enhance their subscription experience and drive retention efforts.
About the role
- Customer Loyalty Executive focusing on customer retention and satisfaction at Focus Group. Proactively managing at-risk accounts and improving service experiences in Birmingham office.
Responsibilities
- Contacting customers who've submitted leaving notifications or are showing churn risk
- Running retention conversations to understand what's going wrong and how to fix it
- Conducting relationship reviews when service isn't meeting expectations
- Creating service improvement plans and introducing solutions that address their needs
- Coordinating with internal teams to resolve issues and complaints
- Managing high-value account knowledge and contract renewal triggers
- Cross-selling value-add services where they genuinely improve customer experience
- Identifying patterns in customer journeys where intervention prevents churn
Requirements
- Proven customer service experience, ideally handling complaints or escalations
- Excellent phone manner and ability to de-escalate situations
- Experience working under pressure and multitasking
- Strong organizational skills with attention to detail
- Passion for turning negative situations into positive outcomes
- Experience in retention, loyalty, or account recovery roles (Desirable)
- B2B background, ideally in technology, telecoms, or IT services (Desirable)
- CRM system experience (Desirable)
- Track record of successfully retaining at-risk customers (Desirable)
Benefits
- 22 Days Annual Leave + Bank Holidays. Incremental increase with length of service
- Holiday Trading Windows - buy & sell up to five days holiday
- Birthday Leave
- Volunteering Days
- Focus Xchange - Retailer discounts and peer-nominated reward scheme
- Employee Assistant Program - Free mental health support
- Interest-Free Travel Loan
- Hybrid Working Policy - Post Probation
- Regular Company Social Events
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