On-Site Customer Service and Retention Agent

Before you continue reading this job description, you should know there is one non-negotiable to be considered for the position; you’ll need to commit to on-site training in our Halifax office. If you're unable to travel to the office, we encourage you to explore our other opportunities that may offer virtual training.

We’re searching for committed sales and customer care pros!

Let’s cut to the chase – a major part of your responsibility in this role will be to retain customers who are looking to cancel their services. You’ll do that by seizing opportunities to suggest products or services that suit their needs, and you’ll have lots of tools in your tool kit with customer incentives and discounts at the ready to make that happen. If the idea of sales work makes you uncomfortable, stressed, or drained, then this won’t be the right fit for you. If you love the challenge of turning a “no” into a “yes,” you’ll feel right at home. You’ll be handling complaints, questions, and even some light troubleshooting - all while remaining positive and upbeat.

To be happy and successful in this role, you’ll need to be resilient and resourceful and strive to create a meaningful experience with each connection made. If you’re a person who draws negative energy from others in times of stress, maybe take a pass on this one. If you’re a person who brings positive energy to trying situations, this could be a good fit – apply asap!

Here’s The Deal:

• This is a full-time, permanent position starting November 26, 2026.
• Hourly rate of pay is $17.00.
• You’ll have ample opportunities to earn extra funds with incentives based on your quality performance and save/retention rate!
• Full-time training is provided on-site in our Halifax office from Nov 26 – Dec 16.
• This position involves a rotational schedule of 30 to 45 hours per week, including regular evening and weekend shifts. Our program is operational 7 days a week, including holidays and is open from 7:00am to 9:00pm on weekdays, 8:00am to 5:00pm on Saturdays, and 9:00am to 5:00pm on Sundays. To be considered for this role, you must have open working availability within these hours. If you're looking for a typical 9 to 5 job, this will not be the right fit for you.
• We recognize everyone works differently. After training, whether you want to continue to work in the office or prefer at home, we can support either option. If you prefer home over office, you’ll need to have hard-wired internet with upload/download speeds that meet our testing minimums, a desk, and a chair.
• NOC code 64409.

What We Offer:

• Health, Dental, and Vision Benefits at 30 days, as well as access to a dedicated virtual health program.
• Group RSP with matching contribution option.
• Life Insurance.
• Free employee & family assistance program for legal, financial, and health support.
• Beautiful office space with loads of natural light, multiple break rooms, internet, and TVs.

What You'll Do:

• Deliver fast, friendly, and effective support to our customers.
• Find ways to retain customers who are looking to cancel or are unhappy with their services. Creating customer “saves” is a key individual goal.
• Basic troubleshooting for web-based apps, website navigation, and account inquiries.
• Take ownership of each inquiry you handle. One-touch resolution is the goal.
• Follow risk and compliance processes and policies to maintain customer privacy.

What You'll Likely Have:

• Experience in a customer care role. Specific experience in retention services is considered a strong asset.
• Effective written and verbal communication skills. You need to be able to clearly, and persuasively, communicate.
• Demonstrated ability to stay calm and positive under pressure. You need well-developed customer service skills to deal with repetitive issues and challenging situations.
• Sufficient tech aptitude to provide basic troubleshooting. You’re comfortable with navigation on a range of mobile devices and can help others with browser settings (PC &Mac) to manage things like pop-up ad blockers, clearing caches, and password resets.
• Demonstrated ability to quickly build a positive connection with customers.
• A committed work ethic and reliability with a consistently positive attitude. You’re someone who wants the team to succeed.
• Experience with Salesforce is considered an asset.

We are committed to fostering an inclusive, respectful workplace where all employees feel a strong sense of belonging. We value diverse perspectives and strive to create an environment where everyone can thrive. We encourage applications from candidates who share these values.