Specialist, RetentionCogeco Connexion • Chatham, ON, CA

Specialist, Retention

Cogeco Connexion • Chatham, ON, CA

14 days ago

Job type

Full-time

Job description

3 days ago Be among the first 25 applicants

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.

Location : Burlington, ON

This is a province‑wide (ON), remote / work‑from‑home position.

Responsibilities

Handle 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, using negotiation and sales skills.

Effectively resolve customer issues, build value in Cogeco’s products and services by communicating the advantages and benefits over the competition. Handle all types of customer calls as required, resolving the reason for the call, and practice the sales behaviours outlined in the training material.

Call various outbound customer lists to maximise retention and sales opportunities.

Offer 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.

Answer customer inbound phone inquiries. Offer 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.

Be attentive to existing and potential customer needs and offer customized solutions and options to retain and / or acquire every possible customer.

Demonstrate integrity in all aspects of dealings with customers and be proactive, sincere, and empathetic when responding to any questions or issues raised by the customer.

Promote and upsell products and services with each customer contact for new and existing customers, and process the order.

Frequently review and investigate Cogeco’s prime competitor’s information and offers via the internet, telephone calls, or retail visits to provide accurate information while communicating the advantages of Cogeco over the competition. Escalate major market changes or offers to the Supervisor for evaluation.

Highlight the features and benefits of all Cogeco products and services by confidently demonstrating retention and sales behaviours as trained.

Resolve billing inquiries and service discrepancies. Follow all billing procedures as outlined in training, including following the credit matrix when applying credits and debits on customer accounts only as necessary.

Efficiently handle, troubleshoot, and resolve escalated customer inquiries for all systems. Offer customized solutions and options while demonstrating soft skills.

Assist with other departmental requests as required and perform special projects as assigned.

Ensure health and safety compliance, using available personal protective equipment at all times and following all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.

Support Cogeco’s ultimate goal of providing excellent service to current and potential customers by being 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.

Prior experience working with 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; 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 : 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.

Senior‑ity Level

Entry level

Employment Type

Full‑time

Job Function

Other

Industries

Telecommunications

Company

Cogeco Connexion Inc

Cogeco values diverse backgrounds, perspectives, and beliefs to bring critical value to our business. We are committed to creating a more diverse and inclusive world of belonging. By fostering a culture where all colleagues can bring their best selves to work, we build a more equitable workplace and world. We prioritize the health and well‑being of our colleagues, knowing engaged employees lead to better customer experiences.

For accommodations during the application or recruitment process, please contact us confidentially at inclusion@cogeco.com.

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Retention Specialist • Chatham, ON, CA

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