About the Role
We're seeking a customer-focused professional with strong sales and retention skills who can strengthen customer relationships and turn cancellation requests into renewed loyalty. The ideal candidate is skilled at navigating complex account structures and resolving multi-product technical service issues across TV and Internet services.
This is a fully remote position within Canada, with all necessary equipment provided to support your success.
Learn more about SP Data Digital at https://www.spdatallc.com/about
Questions about your application? Email [email protected]
Key Responsibilities
- Drive Customer Retention: Handle contract renewals, pricing concerns, and cancellation requests while promoting customer loyalty and retention.
- Manage Complex Account Changes: Support service transfers, vacation suspensions, account disconnects, and other sensitive situations with empathy, professionalism, and adherence to company policies and procedures.
- Provide Multi-Service Technical Support: Diagnose and resolve first-level Internet, TV, and device-related issues, troubleshoot service concerns and facilitate appropriate resolutions.
- Execute Service and Billing Transactions: Process account updates, billing inquiries, equipment exchanges and returns, package modifications, and channel changes with accuracy and attention to detail.
- Process Service Transactions: Manage billing inquiries, equipment exchanges, package changes, and account updates accurately and efficiently.
- Deliver Adaptive Problem Solving: Assess a variety of customer concerns, including pricing objections, relocation requests, and service eligibility limitations. Determine appropriate solutions, provide guidance, and identify opportunities to retain customers whenever possible.
- Enhance the Customer Experience: Build trust and strengthen customer relationships by delivering personalized, solution-oriented support during routine inquiries and major life events.
Qualifications
- 1+ years of call center experience in Customer Retention, Tier 2 Customer Support, Technical Support, or a related customer-facing role (telecommunications experience preferred).
- Strong customer service, sales, and retention skills with the ability to handle pricing objections and renewal conversations.
- Proven problem-solving and troubleshooting abilities, particularly with Internet and TV services.
- Ability to manage complex customer situations with professionalism, empathy, and sound judgment.
- Strong multitasking, computer, and data entry skills.
Personal Attributes
- Self-motivated, results-oriented, and accountable.
- Customer focused, positive, and professional.
- Resilient and confident when handling objections and resolving concerns.
- Strong attention to detail and accuracy.
- Reliable and effective in a remote work environment.
What We Offer
- Competitive hourly rate of $17.05/hour CAD (or provincial minimum wage if higher) + uncapped bonuses
- Full‑time hours with a consistent schedule
- Fully remote role-work comfortably from (most) Canadian provinces
- Company-provided equipment (desktop, webcam, headset)
- Comprehensive benefits package (health, vision, dental-we've got you!)
- Paid online training delivered in a live virtual classroom
- Real opportunities for growth-we promote from within
- Referral program to earn even more
Diversity Matters
SP Data Digital is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive, supportive environment for all team members.
We use artificial intelligence or automated tools to process Personal Data or make decisions, some of Our clients may choose to use third-party tools as part of their own decision-making processes. These tools may involve automated processing of Your Personal Data, such as for screening or scoring job applications.
