Title: Customer Care Specialist
Salary: Based on experience + Benefits + Vacation
Location: Richmond Hill, ON *Temporarily Remote*
Length: Full-time, Permanent
About Us
WellnessLiving is one of the fastest growing software companies in North America with over 10 million users worldwide! Thousands of business owners in the fitness, wellness, yoga, music, dance, and martial arts industries love our platform as it helps grow their business through dynamic and innovative features. We are passionate about providing entrepreneurs with optimal solutions to help them run their business with ease.
Known as the software company with a heart, we are extremely customer focused. Our customers are our number one priority, and we do all we can to make sure their business needs are being fulfilled. With a growing community of customers and offices globally, our mission is to be the all-in-one software solution that propels businesses forward!
About You
We are seeking like-minded candidates who can help us take our customer service experience to the next level! We are looking for someone who is passionate about customer service, has experience in customer retention, and can effectively communicate with customers to understand their needs and efficiently offer solutions.
Responsibilities:
- Receiving a high volume of incoming customer calls and emails queries
- Providing outstanding customer service with each customer interaction
- Building strong relationships with customers by handling customer inquiries with professionalism and speed
- Maintaining customer satisfaction and customer retention by effectively overturning issues and/or complaints
- Gathering and analyzing customer feedback for retention initiative and strategies purposes
- Developing and implementing strong negotiation tactics and strategies to ensure customer retention and customer satisfaction
- Working with customers and clients to renew contracts and retain business
- Collaborating with the client success team to find the best solutions for customers, implementing new retention strategies, and staying ahead of competitor offerings
- Providing software support by troubleshooting technical issues or general account queries
- Flagging customers who demonstrate problematic or negative behavior appropriately
- Promoting and maintaining a high quality, professional, service-oriented company image among our customer base
- Maintaining a high level of confidentiality where applicable
- Data entry and record keeping as required on customer accounts and CRM
Qualifications:
- Minimum 2years of experience working in a call center environment or similar environment is preferred
- Possess a solution-oriented approach to problem solving
- Highly organized and detail-oriented
- Customer Retention experience is required
- Ability to demonstrate skills in communicating, selling, and negotiating
- Active listener, with the ability to quickly decipher customer needs and offer sound solutions, encouraging customer retention and ensuring customer satisfaction
- Ability to build rapport with customers
- Excellent verbal and written communication skills
- Ability to quickly leverage tools and technology such as Microsoft Office Suite, Zoho CRM, and Jira
- Experience within a fast-paced growth organization is ideal
- Experience in a SaaS company is a plus
Benefits:
- Extended health care
- Vision care
- Vacation & paid time off
- Life insurance
- EAP
- Flexible working hours
- Work from home opportunities
- Company events & social hours
- Dental care
- Casual dress
- On-site parking
- Discounted/free food
- Bonuses
*Please note that those who meet the qualifications for the position will be contacted directly.
We appreciate you taking the time and look forward to reviewing your application.
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