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Business Retention Representative

Thomson Reuters Customer Service & Support 4/5/2018 2:35:09 PM Toronto, ON Canada
Job Description

Date Posted: April 5, 2018

Department: Customer Experience, Learning & Support

Location: 2075 Kennedy Road – Scarborough

Business Retention Representative

(6-month contract position)


The Business Retention Team is responsible for working proactively with customers and partners across the business to identify, contact and save ‘at risk’ new and renewal business. The primary sources of opportunities come from product returns, cancellation requests and service escalations.

This position is responsible for:

  • reviewing all product returns and cancellation requests;
  • identifying the returns and cancellations that provide an opportunity to save / win-back the customer’s business;
  • online services and software solutions, working with the Sales team to determine appropriate action;
  • print products, using the team’s standard retention/recovery tactics to win-back ‘at risk’ or lost orders and subscriptions;
  • recording the history of all business recovery activities in the back office;
  • orders and subscriptions unable to be saved, initiating the appropriate back office action;
  • customer requests outside policy, informing the customer and providing information on when they will be eligible for cancellation;
  • maintaining and distributing the monthly Business Retention activity report;
  • working with team members to deliver on the assigned annual team target; and
  • other related contact centre duties as assigned by the supervisor or director (e.g. assisting on occasion with inbound Helpline calls).

You will be a strong team player and will possess:

  • a post-secondary education or equivalent work experience;
  • a minimum of 2 years in a contact centre role;
  • excellent English language skills (oral and written);
  • the ability to handle a stressful workload and to multi-task;
  • the ability to interact with and influence decision-makers and strong negation skills;
  • the ability to learn a significant amount about our products and services in order to make appropriate recommendations to customers;
  • the ability to work in a fast-paced environment while maintaining accuracy;
  • a high degree of patience and the ability to deal with and satisfy difficult customers; and
  • PC skills, MS Office and Internet.

Bilingualism (English/French) language skills will be considered and asset.

Thomson Reuters offers an environment that is both challenging and supportive, and we are proud to have been named one of Canada’s Top 100 Employers from 2009 – 2018, a Best Workplace from 2006 – 2017, and a Great Place to Work for Women in 2015 and 2017. We consider work from home arrangements for people with a disability or specific accessibility needs. If requested, accommodation will be provided throughout the recruitment and assessment process.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on

Req #: JREQ102392
Locations: Toronto-Ontario-Canada
Job Function: Customer Service & Support
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