Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.
Régulier
POSITION SUMMARY:
In accordance with established procedures, policies, and available tools, the Retention & Base Specialist is responsible for handling inbound and outbound customer interactions in a timely and professional manner. This role focuses on maintaining and growing the existing customer base by resolving inquiries, performing account modifications, and handling requests to downgrade or disconnect services.
The mandate is to maximize retention and revenue opportunities through strong negotiation and sales skills, ensuring an optimal level of quality customer service. The incumbent must be flexible, balancing multiple tasks—including billing resolution, D2D fulfillment, and save opportunities—while consistently meeting KPI targets. As business needs require, the specialist may be cross-trained to provide backup for other sales or billing teams.
KEY RESPONSIBILITIES
Handle requests to downgrade or disconnect services due to competition, price, or technical issues. Use negotiation and value-based sales skills to "save" customers and reinforce the benefits of remaining with the company.
Respond to inbound phone inquiries and execute outbound campaign activities. Identify customer needs to proactively promote, up-sell, and retain customers while accurately processing all resulting orders.
Effectively resolve reasons for contact including billing inquiries, rescheduling orders, seasonal changes, TN transfers, account merges, and modifications. Responsible for all D2D fulfillment requirements.
As part of their work, employees must take all necessary measures to ensure their own health and safety. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
ESSENTIAL QUALIFICATIONS
ACADEMIC TRAINING
WORK EXPERIENCE
SPECIFIC COMPETENCIES
Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
Demonstrated interpersonal skills with a winning customer service attitude and professional phone and digital communication etiquette.
Detail oriented with the ability to analyze and troubleshoot customer issues.
Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
Open to change with a learning attitude towards work and to contribute to teams.
Prior inbound and outbound sales and/or telephone sales experience is required. Basic accounting knowledge is an asset.
Must have previous experience working PCs and demonstrated navigation abilities within a Windows/Microsoft Office environment.
Experience with Salesforce and Remedy considered an asset
General understanding of broadband, telecom, cable and internet industries is an asset.
PHYSICAL DEMANDS AND VISUAL ACUITY
At Cogeco, diversity is an essential asset to our organisation’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.
Burlington, ON
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.
En créant une culture où tous nos collègues peuvent donner le meilleur d'eux-mêmes au travail, nous faisons notre part pour construire un lieu de travail et un monde plus équitables. Du développement professionnel à la sécurité personnelle, Cogeco s'efforce constamment de créer un environnement qui accueille et enrichit tout le monde. 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.
Si vous avez besoin de mesures d'adaptation, quelles qu’elles soient, en ce qui concerne notre processus de recrutement, veuillez nous contacter en toute confidentialité à [email protected]
