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Loyalty & Retention Specialist I


St Laurent, Quebec, CA

Req ID:  26936
Jobs by Category:  Contact Centre
Job Function:  Customer Care
Status:  Full Time
Schedule:  Regular


Create client loyalty by customizing offerings to ensure clients are enjoying the best rates and services. Support contracting and re-contracting offers. Use superb client solutioning skills to ensure all client needs are met and expectations are exceeded. This will include re-selling and up-selling abilities. The Loyalty & Retention team has evolved successfully over time and prides itself on building strong and lasting relationships with TELUS business clients. As a solution-oriented team, “L&R” sets itself apart by working closely with customers as their telecom partner of choice. Through this partnership, team members use broad product skillsets to help our customers assess their unique needs and achieve their business goals.


  • Build client loyalty by providing recommendations and alternatives to contacted clients
  • Upselling of product and services to increase product/feature penetration and improve revenue
  • Provide timely follow-up to client issues 100% of the time
  • Liaise with internal operational groups to investigate and resolve complex client issues to ensure customer retention
  • Analyze client information, provide recommendations on possible improvements to products and services and offer long-term solutions to retain clients
  • Participate in special projects as needed


  • A related post-secondary education or equivalent experience
  • Experience and/or knowledge of a customer service environment
  • Excellent customer service and problem-solving skills
  • Strong follow up skills complimented by a solid commitment to customer satisfaction
  • Bilingual (English/French), mandatory for locations in Québec
  • A positive, friendly attitude with the willingness and ability to sell
  • Ability to negotiate with clients to obtain satisfaction for both TELUS & the customer
  • An understanding of the sales process
  • Ability to learn and share information with others
  • Ability to work independently with a minimum of supervision in a fast-paced environment, while effectively managing multiple tasks



  • 1 to 2 years of previous experience in an office environment using business tools preferred
  • Working knowledge of the Internet, Internet technologies, and technological/industry trends, as well as personal computers, e-mail and operating systems, dial-up and high-speed Internet connectivity
  • Familiarity with trouble reporting systems
  • An aptitude for recognizing and creating sales leads
  • Experience in a Windows environment
  • Experience in any sales or customer service role
  • Highly organized and detail oriented, with excellent time management skills
  • Approachable with exceptional interpersonal skills
  • Superior understanding of all current systems, applications and OneSource 
  • Knowledge of Sales & Retention processes will be considered an asset


What can you expect

  • A strategic and critical component within our existing SBS Sales team, the Loyalty & Retention team continues on its strategic mandate to further our ability to generate business across the SBS segment (1-30 employees) and continue to mitigate our industry leading churn in the overall business segment, nationally. 
  • Team members will play a pivotal role in managing our overall “B-ban” base, helping achieve our ambitious net targets through new customer acquisition, organic revenue growth, and lowest business customer churn.


Scheduling Requirement:

  • Must be available to work up to 37.5 hours per week in a variety of shifts to meet the changing needs of our business.
  • Salary 26.40/hour

A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.





Contact Centre

Do you live, breathe, and sleep customer care? We do – every single one of us. We understand what a great customer experience is.

We are honoured to be recognized

1.98 million
High-speed Internet subscribers

1.16 million
TELUS TV customers

15.5 million
Residential and wireless subscribers


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.