Customer Service Representative

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
POSITION SUMMARY:
The Customer Service Representative resolves billing and customer service inquiries, capitalises on sales prospects, fosters customer loyalty and prevents churn through promoting benefits of Cogeco’s products and services. Customer concerns should be addressed proficiently and guarantee a high standard of quality and professionalism. Motivation to meet and surpass set targets is essential, and success in this position relies on resilience, displaying excellent interpersonal abilities and adept negotiation skills to elevate the overall customer experience.

Key Responsibilities

• Responsible for handling customers’ requests for billing, products, services, pricing related to Cogeco or competitive offers, customer service related issues and reasons.
• Works effectively to resolve customer issues & builds value in Cogeco’s products and services by communicating the advantages and benefits over the competition.
• Answers customer inbound phone inquiries and offers customized solutions and options.
• Responds to questions or problems 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 existing products and add new products.
• Demonstrates integrity with all aspects of dealings with customers and is proactive, sincere, and empathetic when responding to any questions or issues.
• Promotes and up-sells products and services with each customer contact for new and existing customers and processes the order.
• Frequently reviews knowledge management tools provided by Cogeco to understand new offers, processes or policies.
• Adheres to the call flow procedures provided by Cogeco.
• Highlights the features and benefits of all Cogeco products and services by confidently demonstrating customer service and sales behaviours as trained.
• Resolves billing inquiries and service discrepancies, following all billing procedures as outlined in training.
• Efficiently handles, troubleshoots and resolves escalated customer inquiries for all systems.
• Assists with other departmental requests as required and performs special projects as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers, using available personal protective equipment at all times.
• Must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner.

• High School Diploma required.
• Post-secondary education is preferred.

• Minimum 1-2 years previous experience in a call center environment preferred.
• Proven customer service skills, and superior first call resolution skills.
• Performance at a high standard and consistently meets all KPI expectations.

• Strong communication skills (written and verbal).
• Prior billing, sales or telemarketing experience coupled with strong negotiation skill is preferred.
• Detail oriented with the ability to analyze and troubleshoot customer issues.
• Demonstrates professional interpersonal skills with a winning customer service attitude.
• Open to change with a learning attitude towards work.
• Experience in Google Suite applications is an asset.
• Must have previous experience working with PCs and demonstrated navigation abilities within a Windows environment.
• General understanding of broadband, telecom, cable and internet industries is an asset.
• Flexibility required with respect to hours of work as business needs change.
• Ability to follow direction.

• n/a

• Flexibility: yes, we think that what you do matters. At work and at home.
• Fun: we laugh a lot, it makes every day brighter.
• Discounted services: we provide amazing services to our clients, and you’ll get them at home.
• Rewarding Pay: attractive compensation packages.
• Benefits: we’ve got you covered.
• Career Evolution: join us and we will give you the tools to achieve your career goals!
• Technology: you have a passion for technology? Excellent, we do too.

Location: Burlington, ON

Cogeco
At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. We are committed to creating a more diverse and inclusive world of belonging.