Specialist, Retention - Hybrid

Cogeco Communications; Burlington; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Cogeco Communications in Burlington, ON, is seeking aRetention Specialist for a hybrid role with two in-office days per month. You will manage inbound and outbound inquiries related to downgrades, disconnects, and retention opportunities, advancing sales while prioritizing excellent customer service.

The role requires resilient, negotiation-savvy professionals who meet performance targets and demonstrate integrity, empathy, and a proactive approach to resolving issues and upselling Cogeco

Qualifications

• Experience in retention and upselling within a telecom or service provider environment.
• Strong negotiation and communications skills with a customer-centric approach.
• Ability to handle inbound/outbound calls and meet KPI targets.

Responsibilities

• Handle requests to downgrade or disconnect Cogeco services via negotiation and sales.
• Resolve customer issues and communicate benefits of Cogeco products over competitors.
• Conduct outbound calls to retention opportunities and drive upsell.
• Provide exceptional service ensuring high-quality, timely responses and satisfaction.
• Meet and exceed departmental quality and KPI targets while maintaining professionalism.

Skills

Negotiation

Customer service

Outbound calls

Upselling

Job description

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:
The Retention Specialist position is a hybrid role based out of our Burlington, ON office working remotely with 2 in-office days per month (subject to change in accordance with Cogeco's Policy on Remote Work). This role focuses on delivering exceptional customer service, building brand loyalty, and fostering lasting, value-based relationships.

In this role, you will manage inbound and outbound inquiries from customers requesting to downgrade or disconnect Cogeco services. Your main objective is to resolve customer issues, maximize retention and sales opportunities, and provide high-quality, professional service in a timely manner. Successful specialists are resilient, possess strong negotiation skills, and are motivated to consistently meet and exceed performance targets.

Selection Process & Candidate Expectations

To ensure hiring process integrity, we will require the following virtual verification steps:

• Live Video Interview: All interviews are conducted virtually. Candidates must have access to a device with a working camera and keep their video turned on for the duration of the interview.
• On-Camera ID Verification: During the live interview, candidates will be requested to display two (2) valid pieces of government-issued identification with one of which must include a photo to the interviewer.

Note: Verification is conducted visually during the live interview session only; identity documents are not stored or recorded. Candidates who are unable or unwilling to complete the camera or ID verification requirements cannot be considered for this role.

This is a Hybrid position - Location: Burlington, ON

RESPONSIBILITIES:

• Responsible for handling customers' requests to downgrade or disconnect Cogeco services for competitive reasons, perceived value or price, technical, customer service-related issues, and reasons deemed as uncontrollable, etc., using negotiation and sales skills.
• Works to effectively resolve customer issues, builds value in Cogeco's products and services by communicating the advantages and benefits over the competition. In addition, responsible for handling all types of customer calls as required, resolving the reason for the call, and practicing the sales behaviours that are outlined in the training material.
• Responsible for calling various outbound customer lists to maximise retention and sales opportunities.
• Offers an outstanding service and customer focus that will incite customers to choose all Cogeco products and services by highlighting all the benefits and features to retain and acquire new customers.
• Answers customer inbound phone inquiries. Offers customized solutions and options while responding to questions or problems that are 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 and/or acquire every possible customer.
• Demonstrates integrity in all aspects of their dealings with customers and is proactive, sincere, and empathetic when responding to any questions or issues raised by the customer.
• Promotes and upsells products and services with each customer contact for new and existing customers, and processes the order.
• Frequently reviews and investigates Cogeco's prime competitor's information and offers via the internet, telephone calls, or retail visits in order to provide accurate information while communicating the advantages of Cogeco over the competition. Also escalates major market changes or offers to the Supervisor for evaluation.
• Highlights the features and benefits of all Cogeco products and services by confidently demonstrating retention and sales behaviours as trained
• Resolves billing inquiries and service discrepancies. Follows all billing procedures as outlined in training, including following the credit matrix when applying credits and debits on customer accounts only as necessary.
• Efficiently handles, troubleshoots, and resovles escalated customer inquiries for all systems. Offers customized solutions and options while responding to questions and problems. while demonstrating soft skills.
• 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. 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.
• To support Cogeco's ultimate goal of providing excellent service to current and potential custom