Our culture lifts you up there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious.
We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market : agile and dedicated.
Time Type : Regular
Regular
Job Description : POSITION SUMMARY :
POSITION SUMMARY :
The Customer Service Representative resolves billing and customer service inquiries, capitalises on sales prospects, fosters customer loyalty and prevents churn through promoting benefits of Cogeco’s products and services.
Customer concerns should be addressed proficiently and guarantee a high standard of quality and professionalism. Motivation to meet and surpass set targets is essential, and success in this position relies on resilience, displaying excellent interpersonal abilities and adept negotiation skills to elevate the overall customer experience.
We’re committed to you and your development. Grow your career with us!
KEY RESPONSIBILITIES :
Responsible for handling customers’ requests for billing, products, services, pricing related to Cogeco or competitive offers, customer service related issues and reasons.
Works effectively to resolve customer issues & builds value in Cogeco’s products and services by communicating the advantages and benefits over the competition.
In addition, responsible for handling all types of customer calls as required, resolving the reason for call and practicing the sales behaviours that are outlined in the training material.
Answers customer inbound phone inquiries. Offers customized solutions and options while.
Responding to questions or problems that are raised by the customer while meeting and / or exceeding departmental quality and KPI targets.
Is attentive to existing and potential customer needs and offers customized solutions and options to retain existing products and add new products.
Demonstrates integrity with all aspects of their dealings with customers and is proactive, sincere, and empathetic when responding to any questions or issues that are raised by the customer.
Promotes and up-sells products and services with each customer contact for new and existing customers and processes the order.
Frequently reviews knowledge management tools provided by Cogeco to understand new offers, processes or policies.
Adheres to the call flow procedures provided by Cogeco
Highlights the features and benefits of all Cogeco products and services by confidently demonstrating customer service and sales behaviours as trained.
Resolves billing inquiries and service discrepancies. Follows all billing procedures as outlined in training including following the credit matrix when applying credits and debits on customer accounts only as necessary.
Efficiently handles, troubleshoots and resolves escalated customer inquiries for all systems. Offers customized solutions and options while responding to questions and problems.
while demonstrating soft skills.
Assists with other departmental requests as required and performs special projects as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers.
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.
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.
ACADEMIC TRAINING :
High School Diploma required.
Post-secondary education is preferred.
WORK EXPERIENCE :
Minimum 1-2 years previous experience in a call center environment preferred.
Proven customer service skills, and superior first call resolution skills.
Performance at a high standard and consistently meets all KPI expectations.
SPECIFIC COMPETENCIES :
Strong communication skills (written and verbal).
Prior billing, sales or telemarketing experience coupled with strong negotiation skill is preferred.
Detail oriented with the ability to analyze and troubleshoot customer issues. Self-motivated with the ability to take initiative and resolve problems independently.
Monitors own quality of work.
Demonstrates professional interpersonal skills with a winning customer service attitude and presentation as per our departmental dress code policy and guidelines
Open to change with a learning attitude towards work and to contribute to teams.
Experience in google suite applications is an asset.
Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment. Data entry experience is an asset.
General understanding of broadband, telecom, cable and internet industries is an asset.
Flexibility required with respect to hours of work as business needs change.
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.
Ability to follow direction.
PHYSICAL DEMANDS AND VISUAL ACUITY
n / a
You’ll benefit from :
Flexibility : yes, we think that what you do matters. At work and at home.
Fun : we laugh a lot, it makes every day brighter.
Discounted services : we provide amazing services to our clients, and you’ll get them at home, because you deserve them.
Rewarding Pay : let’s be honest, everybody likes to make a good salary. We offer attractive compensation packages, and it comes with a great culture.
Benefits : we’ve got you covered.
Career Evolution : join us and we will give you the tools to achieve your career goals!
Technology : you have a passion for technology? Excellent, we do too. Here, you will manage, influence, play, create, fix, and shape the industry.
Location : Burlington, ON
Burlington, ON
Customer Services Representative - Tsawwassen Branch
While this job is posted as a Customer Service Representative, internally, we title it a Member Service Representative, always putting members at the centre of everything we do. To be successful as a Member Service Representative in a Coast Capital branch, you must be positive, team-oriented individ...
WFH Customer Service Representative/Collector
NCRI is growing stronger and is seeking a WFH Customer Service Representative/Collector to join our motivated and growing family. Communicate with customers for all outstanding amounts. Establish a solid professional relationship with customers and educate them on best practices. Negotiate the best ...
Customer Service Representative
Responsible for providing an exceptional service experience to multiple customers at one time and contribute to the store achievement of Five-Star Customer Service. Use all systems to manage the customer flow to deliver Five-Star Customer Service experience. Maintain all service vows which include B...
Customer Service Representative- Work From Home
Handle incoming customer service calls. Accept customer calls and return customer. This position will work with multiple clients throughout the day providing outstanding service and product knowledge. Dispatch incoming customer phone calls. ...
Customer Service Representative
Our team in St Catharines needs a Customer Service Representative (CSR) who can make all of our valued guests feel welcome and taken care of while playing an essential function behind the scenes as well. Our Customer Service Representatives are the front line to our company and critical players in r...
Paid Panel Immediate Start - Remote Part-Time - Customer Service Representative Welcome
Position: Paid Panel Immediate Start - Remote Part-Time/Full-Time - Customer Service Representative WelcomeOur company is looking for qualified candidates to take part in paid national and local focus groups, clinical trials, and market research studies. This is an excellent opportunity to supplemen...
Bilingual Customer Service Representative
Job Title: Bilingual Customer Service Representative. Bilingual Customer Service Representative. Customer orientated with a passion for customer service. Manage incoming calls and respond to customer inquiries while maintaining a respectful and customer centric approach. ...
Customer Service Representative (Fully Remote)
Incentives include but are not limited to: No cold calling Qualified lead program (no cost to you) – We have relationships with 30,000+ Groups nationwide with millions of members needing our services Conventions and incentive trips Production awards Advancement based on performance Weekly adva...
Customer Service / Office Representative
Customer Service/Office Representative. Customer Service Representative. We desire motivated, organized, caring individuals who have a passion to provide outstanding craftsmanship and superior customer service. Customer oriented, friendly and enthusiastic. ...
Customer Service Representative
The client service representative ensures that the customer who comes through the door knows that we as a team at CSN will handle all repairs, questions, or issues they may need resolved in a friendly and professional manner. Providing quality customer service makes for a great experience at our sho...