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Account & Retention Specialist - Customer service - 55k/70k

Sales & Business Development
014544 Requisition #

Colleagues you’ll love.


A dynamic and collaborative workplace where you can contribute to our story.


An access to over 6,000 free courses for your continuous development and career growth.


Comprehensive benefits from day one. 


This is the #YPLife and what working at YP is all about ! 


What is an Account & retention specialist - Customer service at Yellow Pages?


Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome to Yellow Pages! As a Google Premium Partner and Facebook Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.


As a retention specialist, you are responsible for retaining revenue from high-risk customers by demonstrating the value of YP products and services to clients.


You will resolve any customer dissatisfaction issues, review the customer's products, and suggest adjustments as required, while also demonstrating the customer's return on investment.


You will make all necessary follow ups with departments and clients to provide excellent customer service to ensure future customer loyalty.


Key Areas of Responsibility : 

  • Process inbound cancellation requests by telephone, activity or email.
  • Negotiate with customers by suggesting prices and services aligned with their needs, so as to encourage them to pursue their business relationship with Yellow Pages Group over the long term.
  • Gather information regarding the customer's problems, determine the main reason why the customer wants to cancel, find a practical solution, and implement it.
  • Be sure to provide information to customers and respond to their concerns about their service, to their complete satisfaction.
  • Ensure that customers' problems are handled as promptly as possible and escalated to other departments as required.
  • Continuous improvement: Help identify improvements to our processes: contract cancellation sources, response times, etc. and ensure process improvements.


Why you should apply for the Account & retention specialist - Customer service position ? 

  • We bet on everyone potential rather than pressure management
  • We offer a paid training, flexible benefits package on your first day, a casual environment where you can wear jeans
  • We offer $55 000 as a base salary and an uncapped commission structure
  • We continually develop skills and team cohesion
  • We distinguish the most beautiful achievements by awarding prizes or recognition programs
  • We propose to our employees to evolve according to their expectations, whether in sales or in another department of our company!
  • We work in the amazing Nordelec Building
  • Work schedule from Monday to Friday 8am to 8pm (possibility of Saturday 9am-5pm): you have to work 7.5 hours per day

What do you need to be Account & retention specialist - Customer service at Yellow Pages? 

  • Education: DCS or equivalent
  • Perfectly bilingual (English and French)
  • Experience: three years' experience in customer service, loyalty, retention (or related fields)
  • Computer skills: MS Office
  • Entrepreneurial spirit
  • Ability to overcome both internal and external objections by demonstrating strong negotiations skills, perseverance and tact
  • Excellent abilities in listening, communication, retroaction and synthetizing information
  • Excellent abilities in client services expressed by
    • Ability to build productive business relationships across departments and leadership levels.
    • Demonstrating solid judgment and decision-making skills.
    • Strong organizational and priority management skills.
    • Strong analytical skills, managerial skills and creativity


About Yellow Pages

 We’ve been in the game since 1908 and we continue to transform to offer our 229 000 clients the best possible products and services. We foster business relationships between Canadian small-to-medium businesses and their prospective customers. We do this by providing tailored, locally-relevant digital media and marketing solutions designed with both in mind. Over 73% of our revenue is generated by digital solutions.



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