Retention and Winback Specialist

Westman Communications Group - Brandon, MB (30+ days ago)

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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. Leverage your knowledge with a local technology leader.

You will need to be able to:

  • Lead the charge on our member retention and win back efforts; manage a caseload of “escalated” or former accounts; managing your caseload effectively, ensuring regular follow ups are taking place; and track all prospect interactions and data in our CRM system
  • Research escalated member situations, and attempt to retain customers who have expressed an interest in cancelling their service
  • Address any customer issues by listening, analyzing and finding a mutually beneficial resolution
  • Diffuse escalated situations and find resolutions and common ground; lead client retention meetings and ensure proper execution of our proven Retention Process
  • Process existing clients' 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 to reduce churn
  • 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:

  • Team player with ability to collaborate with others in a positive and respectful manner
  • Strong negotiation skills
  • Self motivated with the ability to overcome rejection
  • Problem solving skills with the ability to quickly identify the root cause of client issues
  • Exceptional customer service skills with the ability to empathize with clients
  • Highly organized with the ability to manage multiple priorities
  • Strong attention to detail with the ability to document client conversations
  • Ability to follow pre-established processes
  • Ability to thrive in a performance based, team environment
  • Ability to maintain composure under pressure or in stressful situations

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
  • Intermediate to advanced knowledge of MS Office (MS Word, Excel, and Outlook)

We are a fast-paced and dynamic organization, with a positive, team-oriented work environment.

This position includes a unique benefits package, as well as a base wage with the opportunity to earn commissions.

DEADLINE FOR APPLICATIONS: NOON on Monday, April 22, 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.

Job Types: Full-time, Commission


  • Sales or Customer Service: 2 years (Preferred)