About Company
Telus is a dynamic, world-leading communications and information technology company with $18 billion in annual revenue and 18 million customer connections spanning wireless, data, IP, voice, television, entertainment, video, and security. We leverage our technology to deliver remarkable human outcomes. Our social purpose is at the heart of everything we do – we’re dedicated to connecting citizens to the people, resources, and information that matter most. At Telus, we believe in a culture of giving where team members volunteer their time and expertise to make a positive impact in the communities where we live and work. We are committed to fostering a diverse and inclusive environment where every team member feels valued, respected, and empowered to bring their whole selves to work. Join our team and be part of a company that is innovating for the future while making a meaningful difference today.
Job Description
Are you a highly empathetic and persuasive communicator with a knack for building lasting relationships? Telus is urgently seeking a Customer Retention Representative to join our dedicated team in Champaign, Illinois. In this critical role, you will be the frontline advocate for our valued customers, responsible for understanding their needs, addressing their concerns, and ultimately ensuring their continued satisfaction and loyalty to Telus. This isn’t just a sales role; it’s about problem-solving, active listening, and providing exceptional service that prevents churn and reinforces the value of being a Telus customer. You’ll engage with customers across various channels, identifying root causes of dissatisfaction and presenting tailored solutions that highlight our superior products and services. If you thrive in a fast-paced environment, are passionate about customer success, and possess a resilient, positive attitude, this opportunity is for you. We are looking for someone who can turn potential departures into renewed commitments, enhancing our customer base and contributing directly to Telus’s continued growth and reputation as a customer-centric leader. Join us and become a pivotal part of a team that puts customers first and empowers you to make a tangible difference in their experience.
Key Responsibilities
- Engage with existing customers who express an intent to cancel services, identifying and addressing their underlying reasons for dissatisfaction.
- Actively listen to customer concerns, empathize with their situations, and effectively de-escalate emotional conversations.
- Analyze customer accounts to understand service history, usage patterns, and potential pain points.
- Propose and negotiate personalized solutions, product upgrades, or service adjustments to retain customers and enhance their overall value.
- Clearly articulate the benefits of Telus's products and services, showcasing their superiority over competitor offerings.
- Document all customer interactions, resolutions, and feedback accurately in CRM systems.
- Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience.
- Meet and exceed individual and team retention targets and key performance indicators (KPIs).
Required Skills
- Minimum of 1 year of experience in a customer service, sales, or retention-focused role.
- Exceptional verbal and written communication skills with a proven ability to persuade and influence.
- Strong active listening and problem-solving abilities.
- Demonstrated empathy and patience in handling challenging customer interactions.
- Proficiency in using CRM software and general computer applications.
- Ability to work independently and as part of a team in a dynamic, target-driven environment.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Communications, or a related field.
- Experience in the telecommunications industry.
- Bilingual proficiency (e.g., Spanish/English).
- Familiarity with Salesforce or similar CRM platforms.
- Proven track record of meeting or exceeding retention or sales targets.
Perks & Benefits
- Competitive hourly wage with performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- Retirement savings plan with company match.
- Employee assistance program for mental health and well-being.
- Exclusive discounts on Telus products and services.
- Opportunities for career growth and professional development within a global company.
- Supportive and collaborative team environment.
How to Apply
If you are ready to take on this exciting challenge and contribute to the success of Telus, please click on the application link below. We thank all applicants for their interest, however, only those selected for an interview will be contacted.