Specialist, Retention

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.
• Responsible for calling 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.
• 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.
• 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 pre

Benefits

Additional Information

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

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