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Customer Loyalty Representative, Bilingual

Lifeline

Key Facts

Remote From: 
Canada
Full time
Junior (1-2 years)
French, English

Other Skills

  • •
    Communication
  • •
    Problem Solving
  • •
    Negotiation
  • •
    Customer Service
  • •
    Microsoft Office
  • •
    Multitasking
  • •
    Teamwork
  • •
    Active Listening

Roles & Responsibilities

  • Strong communication skills in French and English (verbal and written)
  • Post-secondary education or related work experience
  • A minimum of 1-year experience in a customer service and retention environment
  • Strong working knowledge of Microsoft Office, Word, Excel, Outlook

Requirements:

  • Answer calls from existing subscribers, caregivers, and healthcare professionals to retain customers looking to cancel service
  • Meet/exceed loyalty quota using problem solving and negotiation skills
  • Upsell/cross sell on products based on customer needs
  • Timely follow-up on retention voice mails and emails the same business day

Job description

Join a market leader that makes a difference 24/7! 

At Lifeline Canada, we improve the lives of our customers by giving them and their loved one’s peace of mind. At Lifeline, we don’t need employees; we need people…people who share our passion for caring! 

 

Here’s how you will help us achieve that…

 

What We Do

Lifeline is Canada's #1 medical alarm company. As Canada's leader in the personal response and support services industry, we have been dedicated to helping primarily seniors remain independent in their own homes for the past 50 plus years. 


What You Will Do

As a Customer Loyalty Representative, you will answer calls from existing subscribers, caregivers, and healthcare professionals to retain customers who are looking to cancel their Lifeline Service by using various loyalty/retention techniques. This includes re-educating them about Lifeline services and explain the benefits and features of the product and services.


 

Here’s how you will do that…

  • Meet /exceed loyalty quota by using problem solving and negotiation skills
  • Upsell/cross sell on products based on needs
  • Maintain product knowledge 
  • Obtain all pertinent customer information and process all required documentation, to ensure accuracy while providing an excellent customer experience. 
  • Transfer all non-loyalty calls to the appropriate department.
  • Timely follow-up on retention voice mails, and emails same business day to address customer’s request for cancelling service
  • Collect Payments on loyalty call when needed
  • Stay current with Lifeline marketing promotions and external competition



Location

This position is fully remote from anywhere in Canada.

 

Training Schedule

Monday – Friday, 9am-5pm ET for five (5) weeks.

 

Working Hours

The nature of our business is such that the Customer Loyalty department operates between 8:00am to 6:00pm ET Monday to Friday. We are currently hiring for this schedule.


Monday – Friday: 10:00 am-6:00 pm ET


Skills & Abilities

  • Strong communication skills in French and English (verbal and written) 
  • People oriented
  • Tangible references for reaching/exceeding retention targets
  • Patient, courteous and professional
  • Dynamic, motivated and competitive
  • Rigorous organization, time management ability and attention to details
  • Active listening skills and multitasking (e.g. listening, speaking and writing)
  • Result-oriented with a “go-getter” personality
  • Team spirit, while being able to work independently
  • Strong working knowledge of Microsoft Office, Word, Excel, Outlook and ability to quickly navigate and utilize multiple software applications 



Education: 

  • Post-secondary education or related work experience 
  • A minimum of 1-years experience in a customer service and retention environment. 


Why join our team

Lifeline offers a motivating environment, driven by a passion for helping people. The customer loyalty team is looking for a motivated individual to join their ranks and provide exceptional service.


Starting Pay: $23.25- $24.00 per hour 


Commission: Bonus is awarded based on meeting performance metrics and payout is up to 15% commission on your monthly earnings


 

Vacancy Status

This posting is for an open position. 


*Please Note: All successful candidates will be required to undergo a background check: a Criminal background check, Employment and Education verification.


Accommodations are available on request for candidates taking part in all aspects of the selection process. If selected to participate in the recruitment process, please inform Human Resources (HRSupport@medicalalert.com) of any accommodation(s) that you may require to any materials or processes used to ensure your equal participation
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