Retention & Win Back Specialist

Westman Communications Group Posted: June 14th, 2019
Expires: June 19th, 2019


WESTMAN COMMUNICATIONS GROUP is seeking applications from energetic, highly motivated individuals to become part of our team. Westman is a successful, fast-paced and dynamic organization, with a positive, team-oriented work environment. We offer competitive compensation including a comprehensive and unique benefits package and the opportunity to earn commission. Leverage your knowledge with a local technology leader.

You will need to be able to:

  • Coordinate, execute, and manage outbound call program to effectively retain/regain customers through positive relationship building; listen to customer feedback, analyze/determine needs, and educate customers on available products and services
  • Research/address escalated member situations with the goal of increasing our customer experience and securing renewals/retentions; provide proven solutions or promotional offers designed to retain WCG customers
  • Manage a caseload of “escalated” and/or former accounts effectively ensuring regular follow ups are taking place; track all prospect interactions and data in our CRM system
  • Diffuse escalated situations and find resolutions and common ground; lead client retention meetings and ensure proper execution of our proven retention process
  • Process existing customer requests, providing product support by telephone or by email
  • Become the expert in retention campaign performance including producing trends, insights and recommendations into how to elevate a customer’s experience
  • Contribute to effective cost and risk control through productivity and adherence to corporate processes and controls
  • Serve as a senior specialist within the call center, demonstrating strong work ethic, great judgement skills and a good resource for others

What you bring to the role:

  • Customer oriented focus in order to preserve long term customer experience; ability to empathize with clients
  • Team player with ability to collaborate with others in a positive and respectful manner and thrive in a performance based, team environment
  • Strong negotiation skills with the ability to overcome rejection and maintain composure under pressure or in stressful situations
  • Self motivated; highly organized with the ability to manage multiple priorities
  • Excellent analytical and decision-making skills; determine customer needs and provide effective solutions
  • Strong attention to detail with the ability to document client conversations
  • Ability to follow pre-established processes

Your education and training:

  • High School Diploma or any combination of studies and experience
  • 2 years of experience in a call center and/or in a customer service department/direct selling environment
  • Intermediate knowledge of Office 365 (MS Word, Excel, and Outlook)

Deadline for Applications: NOON on Wednesday, June 19th, 2019.

As an equal-opportunity employer, we encourage applications from all qualified individuals. While we thank each applicant for their interest, only selected candidates will be contacted.

How to Apply:

When applying for this position, please reference the position title in the subject line and/or the body of the e-mail and/or cover letter.

Please submit your resume and cover letter to:

Human Resources Manager
Westman Communications Group
1906 Park Avenue
Brandon, MB R7B 0R9