Responsibilities
- Handles 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.
- Handles 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.
- Calls 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.
- 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.
- Ensures their own health and safety, and that of their co-workers, and complies with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.
- Constantly attentive and responsive to both external and internal customers’ needs and assists in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.
Requirements
- High School Diploma
- Minimum 1 year of experience
- Proven customer service skills, superior first call resolution skills.
- Performance at a high standard and consistently meets all KPI expectations.
Nice to Have
- Post-secondary education
- Minimum 1-2 years of previous experience in a call center environment
- Prior retention, sales, and telemarketing experience coupled with strong negotiation skills
- Experience in Google Suite applications
- Data entry experience
- A general understanding of broadband, telecom, cable, and internet industries
Benefits
- Flexibility
- Fun
- Discounted services
- Rewarding Pay
- Benefits
- Career Evolution
- Technology
Work Arrangement
Hybrid
Additional Information
- 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.
