Sales Specialist

POSITION SUMMARY :

In accordance with established policies, procedures and service principles, the incumbent is responsible for providing second level support to both internal and external customers for television, internet and telephone.

The duties include, but are not limited to; handling escalated incoming calls in a timely and professional manner, maximizing sales opportunities, and resolving issues while ensuring an optimal level of customer service is provided.

KEY RESPONSIBILITIES

1- Efficiently handles, troubleshoots and resolves escalated customer inquiries for all systems. Offers customized solutions and options while responding to questions and problems.

2- Works to effectively resolve customer issues, builds value in Cogeco’s products and services by communicating the advantages and benefits over the competition.

Escalates issues as required.

3- Processes inbound customer e-mails for customer assistance and responds accordingly. Receives and sort all sales and service related inquiries submitted by the contact centre representatives.

4- Accurately filters and forwards valid inquiries to technical manager / supervisors in the field and coordinates resolution response with the customer.

5- Promotes and up-sells products and services as applicable with each customer contact and schedules and inputs order requests.

6- Conduct weekly reviews of the vendor event schedule to confirm all assignments are accounted for, and maintain clear communication with vendors and superintendents regarding scheduled lobby events, ensuring alignment with previously communicated event dates

7- Responsible for accurate data input using prescribed applications and processes for all customers’ add, move, and change requests.

8- Makes all required efforts to retain customers that express their intent to cancel their install or subscription of services

9-Sales Order fulfillment duties as needed

10-Assists with other departmental requests as required and peThe incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

This includes direct support for sales representatives via phone or email.reforms special projects as assigned.

11-Tracks all information / coaching issues.

12- Provides back-up support to customers calling on regular queues as required.

13- Accurately credits and debits customer accounts and initiates customer refunds as required.

14- Liaises with other functions as required.

15- Performs other duties and projects as assigned.

16- As part of their work, employee must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general.

They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.

17-To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals wishing to join our company, regardless of cultural and individual differences.

We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

High School Diploma required.

Post secondary education preferred

WORK EXPERIENCE

Minimum 6 years business experience

3-5 + years previous experience in a call center environment

Proven customer service skills, superior first call resolution skills.

Demonstrated knowledge of Cogeco Process and internal procedures

Performance at a high standard and consistently meets all KPI expectations

SPECIFIC COMPETENCIES

Prior sales and / or telephone sales experience is required

Excellent phone etiquette. Strong communication skills (written and verbal). Bilingualism (E / F) is an asset.

Demonstrated interpersonal skills with a winning customer service attitude and professional phone etiquette.

Detail oriented with the ability to analyze and troubleshoot customer issues.

As an ambassador of Cogeco, the incumbent demonstrates a professional manner and demeanour.

Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.

Open to change with a learning attitude towards work and to contribute to teams.

Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment.

General understanding of broadband, telecom, cable and internet industries is an asset.

Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts in a 24 / 7 environment including days, evenings, weekends and general holidays.

Hours of work are subject to change as business needs evolve.

PHYSICAL DEMANDS AND VISUAL ACUITY

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Location : Burlington, ON

Burlington, ON