Cogeco Connexion Inc is looking for a Retention Specialist. In this home-based role, you will provide excellent customer service focused on building loyalty and preventing disconnections. You will handle inbound and outbound inquiries from customers looking to downgrade or disconnect services, using negotiation and sales skills to maximize retention opportunities and resolve issues.

What You'll Do

Handle customer requests to downgrade or disconnect services for competitive, value, price, or service reasons using negotiation skills.
Resolve customer issues and communicate the advantages of Cogeco's products.
Call outbound customer lists to maximize retention and sales opportunities.
Answer inbound phone inquiries, offering customized solutions and meeting departmental KPIs.
Promote and upsell products and services with each customer contact and process orders.
Review competitor information and offers to provide accurate comparisons.
Resolve billing inquiries and service discrepancies following established procedures.
Efficiently troubleshoot and resolve escalated customer inquiries for all systems.
Assist with other departmental requests and special projects.

What We're Looking For

High School Diploma.

Nice to Have

Post-secondary education.
A minimum of 1 year of experience.
1-2 years of previous experience in a call center environment.
Proven customer service skills.
Superior first call resolution skills.
Performance meeting all KPI expectations.
Strong written and verbal communication skills.
Prior retention, sales, or telemarketing experience with strong negotiation skills.
Detail-oriented with ability to analyze and troubleshoot customer issues.
Self-motivated with ability to take initiative and resolve problems independently.
Professional interpersonal skills with a dedicated customer service attitude.
Openness to change with a learning mindset.
Experience working with PCs and navigating a Windows environment.
Flexibility to work rotating shifts, including days, evenings, weekends, and holidays in a 24/7 environment.

Technical Stack

Google Suite applications.
Windows environment.

Benefits & Compensation

Flexibility.
Fun work environment.
Discounted services.
Attractive compensation packages.
Benefits coverage.
Career evolution tools.
Technology-focused work.

Work Mode

This is a home-based role located in Burlington, ON.

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.