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Job ID / Title:
Customer Service Consultant
Job Category:
Customer Service Internet
Work Location:
Jefferson Road

Job Description

Sutherland  is seeking an energetic customer focused person to join us as a customer care retention consultant. We are a group of supportive and driven individuals with a true passion for customer service. If you are looking for a fulfilling, fast paced opportunity, and you are confident you have the skills and experience to help us succeed, we want to work with you!
  • Answer and respond to inbound calls from customers requesting cancellation in service, billing inquiries and available discounts on client products and services. 
  • Following predetermined call flows to provide information to the caller(s), building rapport.
  • Ask discovery questions regarding customer needs and wants and presenting solutions to save customers from disconnecting service.
  • Upsell and cross selling additional products and service to provide the best value to client customers
  • Demonstrate professionalism and diplomacy with a true passion for customer service and doing what is necessary to resolve customer issues.
  • Enhancing and strengthening the relationship between the customers and our client.
  • Perform all responsibilities in a consistent, empathetic manner while exercising strong verbal, interpersonal, and quality service skills.
  • Support Client key products and services including TV service, Internet, Home Phone and Wireless sales



  • Ability to demonstrate true empathy to customers is required to be successful in this position
  • Strong focus on customer service and part of the customer feedback process rating their overall experience with client and the Consultant handling their call.
  • A high school diploma or equivalent is required
  • 1-3 years contact center experience preferred or relevant customer service experience
  • Fluent oral and written English language skills
  • Excellent troubleshooting skills
  • The ability to learn and adapt quickly, and to obtain functional knowledge and understanding of products and procedures
  • The ability to communicate clearly and fluently using proper words, phrases and grammar. Superior soft skills and telephone etiquette;
  • Excellent listening skills.
  • Ability to handle multiple web/Business/legacy systems for Customer information
  • Ability to understand and respond quickly in a fast paced environment promoting a quality image of our client.
  • Ability to work in a team environment to improve delivery of service to both internal and external customers.
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