[Hiring] Retention Specialist @Cogeco

Role 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

• Handle customers’ requests to downgrade or disconnect Cogeco services.
• Resolve customer issues and build value in Cogeco’s products and services.
• Call various outbound customer lists to maximize retention and sales opportunities.
• Offer outstanding service and customer focus to retain and acquire new customers.
• Answer customer inbound phone inquiries and provide customized solutions.
• Demonstrate integrity and empathy in all customer interactions.
• Promote and upsell products and services with each customer contact.
• Review and investigate competitor information to provide accurate information.
• Resolve billing inquiries and service discrepancies.
• Efficiently handle escalated customer inquiries and offer customized solutions.
• Assist with other departmental requests and perform special projects as assigned.
• Ensure health and safety measures are followed at all times.
• Be responsive to both external and internal customers’ needs.

Qualifications

• High School Diploma required.
• Post-secondary education preferred.
• Minimum 1 year of experience preferred.
• 1-2 years of 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.

Requirements

• Strong communication skills (written and verbal).
• Prior retention, sales, and telemarketing experience 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.
• Experience in Google Suite applications is an asset.
• Must have previous experience working with PCs and demonstrated navigation abilities.
• A general understanding of broadband, telecom, cable, and internet industries is an asset.
• Flexibility with respect to hours of work as business needs change.
• May be required to work rotating shifts in a 24/7 environment.

Benefits

• Flexibility: We think that what you do matters.
• Fun: We laugh a lot, making every day brighter.
• Discounted services: Amazing services at home.
• Rewarding Pay: Attractive compensation packages.
• Benefits: We’ve got you covered.
• Career Evolution: Tools to achieve your career goals.
• Technology: Passion for technology is encouraged.