Customer Retention Representative focusing on retaining customers by resolving service issues and promoting Rise Broadband products. Collaborate with other departments to ensure customer satisfaction.
About the role
- Retention Manager leading operations for the renewals team in ensuring client retention. Focusing on coaching and development while supporting strategic business objectives in Montreal.
Responsibilities
- Oversee the daily operations of the Renewals and Collections team, ensuring balanced workloads, adherence to internal controls, and alignment with established processes (contact cadence and escalation protocols)
- Approve time-off requests while ensuring adequate team coverage and maintaining service levels
- Support agents in resolving escalated collection cases and provide guidance on resolution strategies
- Schedule and lead regular team meetings to discuss updates, challenges, and priorities
- Conduct regular one-on-one meetings to evaluate performance against individual and team KPIs, set goals, and provide constructive feedback
- Implement personalized coaching and development plans to address areas for improvement
- Foster a culture of continuous learning by offering skill development and career progression opportunities
- Identify and develop high-potential talent and future leaders within the team
- Collaborate with the Vice President, Retention and Inside Sales to align team objectives with overall company goals
- Support the implementation of initiatives aimed at increasing customer retention and revenue growth
- Produce and analyze retention and collections reports, and provide KPI updates to the Vice President
- Serve as the primary communication link between the Renewals team and senior management
- Ensure updates, changes, and announcements are communicated clearly and understood by all
- Promote a culture of transparency, trust, and collaboration within the team
Requirements
- Proven experience in a leadership or team management role, with responsibility for 10 to 15 direct reports (ideally in a retention and/or collections environment)
- Demonstrated ability to coach, mentor, and develop team members
- Analytical mindset with the ability to interpret performance metrics and implement improvements
- Excellent interpersonal and communication skills to build effective internal and external relationships
- Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and familiarity with CRM tools (Salesforce, Dynamics)
- Self-starter with the ability to thrive in a fast-paced operational environment
- Desirable: experience with and knowledge of technology solutions
- Knowledge of value-creation techniques and objection-handling methods
- Financial and commercial acumen to support retention strategy
Benefits
- Integrated mental health and wellness support
- Vacation starting at 3 weeks
- Well-being days and an annual community giving day – an additional opportunity to give back or take time for yourself
- Comprehensive medical and dental coverage
- Year-end company shutdown to allow you to rest and recharge
- LinkedIn Learning license for upskilling and development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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