Retention Specialist

🕒 July 29

🇨🇦 Canada – Remote

⏰ Full Time

🟢 Junior

🔄 Customer Retention Specialist

🚫👨‍🎓 No degree required

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cogeco Connexion

WebsiteLinkedInAll Job Openings

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 advantages over competitors • Handle customer calls, resolve call reasons, and apply trained sales behaviours • Call outbound customer lists to maximize retention and sales opportunities • Offer customized solutions and options to retain and acquire customers • Promote and upsell Cogeco products and services and process orders • Research 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 and the credit matrix • Troubleshoot and resolve escalated customer inquiries across systems • Assist with departmental requests and special projects • Meet or exceed departmental quality and KPI targets • Comply with company health and safety instructions, guidelines, policies, and procedures

🎯 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 and performs to a high standard • Strong written and verbal communication skills • Prior retention, sales, and telemarketing experience with strong negotiation skills preferred • Detail-oriented, with ability to analyze and troubleshoot customer issues • Self-motivated, able to take initiative and resolve problems independently • Professional interpersonal skills and customer service attitude • 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 • Ability to adapt hours of work as business needs evolve

🏖️ Benefits

• Flexible work arrangements, including an employee home-based remote/work-from-home position • Discounted Cogeco services for employees • Attractive compensation packages • Benefits coverage • Career evolution and tools to achieve career goals • Professional development • Health and well-being support • Diverse and inclusive workplace • Accommodation support during the recruitment process