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Sales and Customer Retention Manager

Halifax, Nova Scotia
Open to Teleworking.

ABOUT THE OPPORTUNITY:

We’re Internet Atlantic. We’re not new, but we are expanding fast. We offer residential Internet in various markets in Canada. We started in Halifax, and our operations are primarily virtual.

In this role, you would work with our Contact Centre staff, management team, and key stakeholders to develop and implement sales, support and retention strategies. We want both new customers, but our biggest asset is our current base.

We want to be the company that operates with a simple tone, fair rates, and clear rate plans for our customers.

KEY RESPONSIBILITIES:

  • Close business and assist in developing new customers using various means, including contacting our inbound list of daily sales leads.
  • Work on a list to solicit “win-back” deals.
  • Assist with customer support and resolve escalated customer support issues.
  • Interface, where required, with Vendors on sales, pricing and support-related matters.
  • Create and maintain documentation on sales processes, best practices, policies, scripts, playbooks, etc.
  • Conduct sales research to assess skill levels, including mystery calling, competitive calling, call listening and reporting analysis.
  • Track performance and create measurements like Key Performance Indicators (KPIs), which include tools like customer satisfaction surveys and net promoter scores.
  • Lead all initiatives that can enhance our relationship with our customers.
  • Work with our CRM and related customer databases.

WORKING CONDITIONS:

  • We offer flexible hours, but our base objective is 9 am – 5 pm, Monday to Friday, with flexibility to include other schedules potentially.
  • We want you to have strong computer, sales and tech skills.
  • We want you to be free to take the initiative in our organization and work independently.
  • We want you to prosper in a fast-paced environment and adjust to change.

TOOLS & TECH:

  • Microsoft Office: Excel, Word, PowerPoint, Outlook.
  • Microsoft Teams
  • Various ISP Support and Billing Systems

CREDENTIALS:

  • College or University degree or equivalent experience with at least 3-5 years of experience in Sales experience.
  • Strong experience in a sales Call Centre environment.

LANGUAGE REQUIREMENTS:

  • Must be able to communicate verbally in English. Other languages would be preferential but not required.
  • Must be able to read & write in English

SKILLS & ABILITIES:

  • We want you to be comfortable and confident talking to existing customers and prospects who contact our company.
  • Be ready and excited to work on a list of fresh opportunities that tie into various campaigns, including digital.
  • We want you to be comfortable and confident talking to existing customers and prospects who contact our company.
  • Be ready and excited to work on a list of fresh opportunities that tie into various campaigns, including digital.

Compensation:

  • We offer a base salary and employment benefits such as health, ample vacation, and “time off.” 
  • We offer a variable compensation platform to reward you alongside our achievement of various sales and satisfaction measurements.

Apply Now