Specialist, Retention

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.
• Responsible for calling various outbound customer lists to maximise retention and sales opportunities.
• Offers 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.
• 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 to provide accurate information while communicating the advantages of Cogeco over the competition.
• Resolves billing inquiries and service discrepancies, following all billing procedures as outlined in training.
• Efficiently handles, troubleshoots, and resolves escalated customer inquiries for all systems.
• Assists with other departmental requests as required and performs special projects as assigned.
• Employees must take all necessary measures to ensure their own health and safety, and that of their co-workers.
• 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.

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.
• Demonstrates professional interpersonal skills with a winning customer service attitude.
• 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.
• 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.

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.

Location: Burlington, ON

Company: Cogeco Connexion Inc

Chez Cogeco, nous savons que des origines, des points de vue et des croyances différentes peuvent apporter une valeur inestimable à notre entreprise. Cette diversité renforce notre capacité à imaginer, à innover et à nous développer en tant qu'entreprise. Nous nous engageons donc à faire tout ce qui est en notre pouvoir pour créer un milieu d'appartenance plus diversifié et inclusif.

Nous faisons de la santé et du bien-être de nos collègues l'une de nos plus grandes priorités, car nous savons que des employés engagés et appréciés sont synonymes d'une meilleure expérience globale pour nos clients.