Specialist, Retention

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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

Job Description

The Retention Specialist position is an employee home-based role that provides excellent customer service with a focus on building loyalty and creating lasting value-based relationships. The Specialist handles inbound and outbound inquiries regarding customers requesting to downgrade or disconnect Cogeco services. The mandate is to maximize all retention and sales opportunities, resolve customer issues and ensure an optimal level of quality customer service in a timely and professional manner. The expectation of this position is that specialists are driven to achieve and exceed their targets. This role thrives on resilience and demonstrating strong negotiation skills in order to save customers from disconnecting Cogeco services. This is a province-wide (ON), remote / work-from-home (WFM) position.

Responsibilities

• Responsible for handling customers’ requests to downgrade or disconnect Cogeco services for competitive reasons, perceived value or price, technical, customer service-related issues, and reasons deemed as uncontrollable, etc., using negotiation and sales skills.
• Works to effectively 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 the call, and practicing the sales behaviours that are outlined in the training material.
• Responsible for calling various outbound customer lists to maximise retention and sales opportunities.
• Offers an outstanding service and customer focus that will incite customers to choose all Cogeco products and services by highlighting all the benefits and features to retain and acquire new customers.
• 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 and/or acquire every possible customer.
• Demonstrates integrity in all aspects of their dealings with customers and is proactive, sincere, and empathetic when responding to any questions or issues raised by the customer.
• Promotes and upsells products and services with each customer contact for new and existing customers, and processes the order.
• Frequently reviews and investigates Cogeco’s prime competitor’s information and offers via the internet, telephone calls, or retail visits in order to provide accurate information while communicating the advantages of Cogeco over the competition. Also escalates major market changes or offers to the Supervisor for evaluation.
• Highlights the features and benefits of all Cogeco products and services by confidently demonstrating retention 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 preferred.

Work Experience

• Minimum 1 year of experience preferred.
• Minimum 1-2 years of previous experience in a call center environment preferred.
• Proven customer service skills, 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 retention, sales, and telemarketing experience coupled with strong negotiation skills, 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 with PCs and demonstrated navigation abilities within a Windows environment. Data entry experience is an asset.
• A general understanding of broadband, telecom, cable, and internet industries is an asset.
• Flexibility is required with respect to hours of work as business needs change.
• Flexibility is 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.

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 come 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

Cogeco Connexion Inc
At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.
By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.
If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at inclusion@cogeco.com