About the Company
Rogers Communications is a leading Canadian technology and media company that provides a comprehensive range of communications services and entertainment to consumers and businesses. We are committed to innovation and connecting Canadians, offering wireless, internet, TV, and home phone services across the country. Join our team and help us build a better future for our customers.
Job Description
Are you passionate about customer satisfaction and skilled at finding solutions? Rogers Communications is seeking a dedicated and empathetic Remote Subscription Cancellation Agent to join our dynamic customer retention team. In this fully remote role, you will be the first point of contact for customers looking to cancel their services, with the primary goal of understanding their needs, resolving issues, and ultimately retaining their business. We believe in investing in our employees, which is why we offer comprehensive training and a retention bonus for committed team members. If you thrive in a problem-solving environment and are driven by positive customer outcomes, we encourage you to apply!
Key Responsibilities
- Engage with customers who are seeking to cancel their Rogers services via phone, chat, or email.
- Actively listen to customer concerns, identify root causes for cancellation requests, and empathize with their situation.
- Utilize effective retention strategies and product knowledge to present compelling solutions and alternatives.
- Address and resolve customer inquiries and issues, escalating complex problems to the appropriate department when necessary.
- Accurately document all customer interactions and resolutions in the company CRM system.
- Maintain a high level of professionalism, courtesy, and efficiency in all customer communications.
- Meet or exceed individual and team performance metrics, including retention rates and customer satisfaction scores.
- Participate in ongoing training and coaching sessions to enhance skills and knowledge of Rogers products and services.
- Adhere to company policies and procedures, ensuring compliance with all regulatory requirements.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- High level of empathy and a customer-centric approach.
- Proficiency in basic computer navigation and ability to learn new software quickly.
- Reliable high-speed internet connection and a quiet, distraction-free home workspace.
- Ability to work independently and manage time effectively in a remote setting.
- Flexibility to work various shifts, including evenings and weekends, as business needs require.
Preferred Qualifications
- Previous experience in a customer service, sales, or retention role.
- Familiarity with telecommunications products and services.
- Bilingualism (English/French) is a significant asset.
Perks & Benefits
- Competitive hourly wage with a performance-based retention bonus.
- Comprehensive paid training program designed to ensure your success.
- Full benefits package including medical, dental, and vision coverage.
- Paid time off, including vacation and sick days.
- Employee discounts on Rogers products and services.
- Opportunities for career growth and advancement within a large national company.
- Fully remote work model, providing flexibility and work-life balance.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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