Retention/Winback Specialist

at  Canadian Fiber Optics Corp

ABOUT THE COMPANY

Canadian Fiber Optics (CFOC) and Norther Lights Fiber is committed to bridging the digital divide: we bring best-in-class broadband internet to rural and underserved markets. We are built on a foundation of Courage, Curiosity, Compassion, and Humility. And the truth is… we love what we do! Bringing communities together is a powerful thing, and we are proud of the impact we make in the lives of our customers.

JOB SUMMARY

The Retention/Winback Specialist is responsible for engaging with customers who have canceled services or are at risk of doing so, in order to re-establish relationships and retain business. This is a full-time position that requires ability/flexibility to work days, evenings, and weekends. This role focuses on identifying customer concerns, providing solutions, and encouraging customers to return or continue using the company’s products or services. Success in this position requires excellent communication skills, a customer-first mindset, and the ability to deliver tailored solutions that address client needs while aligning with business goals.

Key Responsibilities

• Accept inbound phone calls from current customers looking to cancel their services.
• Promptly respond to inquiries and diffuse situations, turning potentially negative experiences into positive ones.
• Provide industry leading customer service and ensure customer satisfaction.
• Analyze data and deep dive into specific customer segments to determine key churn areas or problems and propose solutions by presenting analysis/findings/business cases to various stakeholders and gain buy in.
• Assemble customer surveys to collect feedback on topics of interest compile results of surveys and develop next steps and recommendations

Qualifications

• Strong analytical and intuitive skills – ability to problem solve
• Excellent communication skills, both written and verbal (ability to effectively communicate and present to people at all levels)
• Flexible and able to comfortably operate in an ever evolving & changing environment
• Advanced skills in MS Excel and PowerPoint

• Accept inbound phone calls from current customers looking to cancel their services.
• Promptly respond to inquiries and diffuse situations, turning potentially negative experiences into positive ones.
• Provide industry leading customer service and ensure customer satisfaction.
• Analyze data and deep dive into specific customer segments to determine key churn areas or problems and propose solutions by presenting analysis/findings/business cases to various stakeholders and gain buy in.
• Assemble customer surveys to collect feedback on topics of interest compile results of surveys and develop next steps and recommendation