Customer Service Representative

Job Title: Retention Specialist – Customer Service (Contract)
Location: Mississauga, ON (on-site)
Pay: $27.00/hour
Job Type: Contract, through October 2027
Schedule: Monday to Friday

About the Role

Citylink Systems is hiring a Retention Specialist on behalf of our client, a leading financial technology and payments organization. In this role, you'll support client loyalty and retention by resolving account concerns, addressing service issues, and finding opportunities to preserve and strengthen client relationships. You'll work with cross-functional teams to improve retention outcomes, protect revenue, and deliver a consistent client experience.

What You'll Do

• Handle retention-related client interactions, including account concerns, billing questions, service issues, and cancellation requests
• Investigate client issues, document findings, and coordinate resolution with internal teams
• Review account activity, service history, and retention indicators to support renewal and save efforts
• Process account updates, service changes, and case records in internal systems
• Escalate high-risk retention matters, service failures, or unresolved account issues to the appropriate teams
• Identify recurring client concerns and workflow gaps to support process improvement

What You Bring

• 2+ years of experience in account retention, customer retention, or client save programs
• 2+ years of experience analyzing account history, usage trends, or cancellation indicators to support retention decisions
• 2+ years of experience using Microsoft Excel, Outlook, and Word for reporting, communication, and case tracking
• An equivalent combination of education, related experience, and/or military experience will be considered

Nice to Have

• Retention experience in payments, financial services, or SaaS environments
• Familiarity with dispute handling, service recovery, or contract renewal processes
• Experience with dialer platforms or workforce management tools
• Ability to manage escalated client conversations while maintaining policy and documentation standards
• Experience partnering with sales, service, and operations teams on account recovery

Work Environment

• This role is fully on-site, Monday to Friday. In-person collaboration is considered essential for onboarding and team productivity.
• Requires use of a computer and audio equipment (headset).

Eligibility

Applicants must be legally authorized to work in Canada. Visa or work permit sponsorship is not available. Only Canadian citizens, permanent residents, or holders of a valid open work permit will be considered.

Pay: $26.00-$27.00 per hour

Expected hours: 40.0 per week

Work Location: In person