Associate – Retail

Jobtailor; Sarnia; On-site; CAD 42,000 - 56,000; Full time

Job summary

Cogeco is seeking a customer-facing Sales and Support Representative to handle inbound traffic and outbound calls, promote Cogeco products, and deliver solutions in-store. You will input orders, resolve billing inquiries, and assist with asset management while maintaining high service standards.

The role requires strong communication, 1-3 years sales/customer service, flexibility for rotating shifts, and proficiency with Windows and Google Suite.

Qualifications

• Experience in sales and customer service roles.
• Ability to meet and exceed KPI targets and performance metrics.
• Strong written and verbal communication skills with attention to detail.
• Comfort handling billing inquiries and order processing.
• Familiarity with multiple applications and data input tasks.

Responsibilities

• Handle inbound store traffic and outbound calls to promote Cogeco products and services.
• Upsell and promote products while maintaining customer satisfaction.
• Input order requests and manage data entry across prescribed systems.
• Resolve billing inquiries and process credits/debits with accuracy.
• Assist with asset management and equipment distribution at storefronts.

Skills

Sales Experience

Customer Service Experience

Strong Communication Skills

KPI Performance

Basic Accounting Knowledge

Education

High School

Post-secondary education preferred

Tools

Windows Environment

Google Suite Applications

Compliance Tools

Job description

Responsible for handling inbound traffic in store and outbound calls from all Cogeco systems in a timely and professional manner.
Actively focuses on selling, upgrading and promoting Cogeco products & services.
Provides professional services and solutions to meet customer needs.
Schedules and inputs order requests using the compliance tools necessary.
Delivers face to face customer interaction that will entice customers to select Cogeco as their sole provider of Cable TV, Internet and phone services.
Highlights the features and benefits of all Cogeco products and services by confidently demonstrating sales behaviours as trained.
Promotes and up-sells products and services with both new and existing customers being agile to execute various sales techniques to maximize sales opportunities.
Responsible for calling various outbound customer lists to maximize sales opportunities.
Makes every effort to retain customers who express their wish to cancel their subscription or reduce their level of service.
Resolves billing inquiries and service discrepancies.
Credits and debits customer accounts.
Initiates customer refunds for all systems and submits to supervisor for approval.
Responsible for accurate data input using prescribed applications and processes for all customers’ add move and change requests.
Responsible for asset management: returns, exchanges, distribution of all Cogeco equipment while at the storefront.
Actively participates in corporate initiated selling skills training as well and new procedural enhancements as part of the position requirements.
Assist with other departmental requests as required and performs special projects as assigned.
Assist with other storefronts in alternate locations if required.

Requirements

• High school
• Post-secondary education preferred
• Minimum 1-3 years of Sales and Customer service experience
• Strong communication skills (written and verbal)
• Performance at a high standard and consistently meets/exceeds all Key Performance Indicator (KPI) expectations.
• Proven ability to easily build genuine connections with our customers.
• Highly organized and detail oriented with the ability to identify, analyze, resolve and/or elevate customer inquiries or issues.
• Self‑motivated with the ability to take initiative and resolve problems independently.
• Basic accounting knowledge is an asset.
• Demonstrate the ability to navigate between multiple applications while continuing to engage the customer.
• Flexibility required with respect to hours of work as they may be required to work rotating schedules which include and are not limited to days/evenings/weekends/general holidays.
• Prior face to face & outbound sales experience is required.
• Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment.
• Experience in google suite applications is preferred.

Core Competencies

Demonstrates strong sales and customer service capabilities, with a focus on effectively promoting and upselling products and services. Proficient in managing customer inquiries, resolving issues, and maintaining accurate data input across multiple applications.

Highest-signal resume keywords

• Sales Experience
• Customer Service Experience
• Strong Communication Skills
• KPI Performance
• Basic Accounting Knowledge

ATS Optimization Keywords

Hard Skills

• Sales Techniques
• Data Input
• Billing Resolution
• Customer Retention
• Order Management

Soft Skills

• Problem Solving
• Self‑Motivation
• Organization
• Flexibility
• Interpersonal Skills

Industry Keywords

• Cable TV
• Internet Services
• Phone Services
• Outbound Sales
• Customer Interaction

Tools & Technologies

• Windows Environment
• Google Suite Applications
• Compliance Tools