Cogeco Connexion
1001 - 5000 employees
📡 Telecommunications
👥 B2C
📱 Media
Telecommunications • B2C • Media
Cogeco Connexion is a telecommunications company that specializes in providing high-speed internet, high-definition TV, video on demand, VoIP, broadband, IT hosting, and IPTV services. It has been operational for over 65 years, focusing on serving smaller cities in Ontario and Quebec. With a commitment to local support, Cogeco delivers internet speeds of up to 1 Gbps and prioritizes customer satisfaction in the communities where it operates.
Retention Specialist
🔥 0 minutes ago
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Cogeco Connexion
1001 - 5000 employees
📡 Telecommunications
👥 B2C
📱 Media
Telecommunications • B2C • Media
Cogeco Connexion is a telecommunications company that specializes in providing high-speed internet, high-definition TV, video on demand, VoIP, broadband, IT hosting, and IPTV services. It has been operational for over 65 years, focusing on serving smaller cities in Ontario and Quebec. With a commitment to local support, Cogeco delivers internet speeds of up to 1 Gbps and prioritizes customer satisfaction in the communities where it operates.
📋 Description
• Handle inbound and outbound inquiries from customers requesting to downgrade or disconnect Cogeco services • Maximize retention and sales opportunities through negotiation and sales skills • Resolve customer issues and provide timely, professional customer service • Build value in Cogeco products and services by communicating their advantages over competitors • Handle customer calls, resolve call reasons, and apply trained sales behaviours • Call outbound customer lists to maximize retention and sales opportunities • Provide customized solutions and options to retain and acquire customers • Answer inbound phone inquiries • Promote and upsell products and services and process orders • Review competitor information and offers and escalate major market changes to the Supervisor • Resolve billing inquiries and service discrepancies, applying credits and debits according to billing procedures • Troubleshoot and resolve escalated customer inquiries across systems • Assist with departmental requests and special projects • Meet or exceed departmental quality and KPI targets • Support customer and coworker health and safety requirements • Remain attentive and responsive to internal and external customer needs and resolve issues professionally
🎯 Requirements
• High School Diploma required • Post-secondary education preferred • 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 • Consistently meets KPI expectations • Strong written and verbal communication skills • Prior retention, sales, and telemarketing experience preferred • Strong negotiation skills preferred • Detail-oriented with ability to analyze and troubleshoot customer issues • Self-motivated and able to take initiative and resolve problems independently • Professional interpersonal skills and customer service attitude • Willingness to adapt to change and contribute to teams • Experience with Google Suite applications is an asset • Previous experience working with PCs and demonstrated navigation abilities within a Windows environment • Data entry experience is an asset • General understanding of broadband, telecom, cable, and internet industries is an asset • Flexibility to work rotating shifts in a 24/7 environment, including days, evenings, weekends, and general holidays
🏖️ Benefits
• Discounted Cogeco services for home use • Attractive compensation packages • Benefits coverage • Career development tools and opportunities • Flexible work-from-home arrangement • Professional development and career evolution opportunities • Health and well-being support • Accommodations available during the application or recruitment process
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