Specialist, Retention - Hybrid

Cogeco Inc.; Burlington; Hybrid; CAD 42,000 - 54,000; Full time

Job summary

Cogeco Connexion Inc. recherche un spécialiste de la rétention basé à Burlington, ON, en poste hybride. Vous gérerez les demandes de diminution ou de résiliation, tout en maximisant la rétention et les opportunités de vente.

Ce rôle exige des compétences en négociation, une orientation service client et la capacité de travailler efficacement dans un environnement hybride avec des jours en bureau et du travail à distance.

Qualifications

• Diplôme d'études secondaires requis.
• Post-secondary education preferred.
• Expérience en rétention et télémarketing souhaitée.
• Excellentes compétences de communication écrite et verbale.
• Capacité d'analyse et de résolution de problèmes.
• Rigueur, sens du détail et autonomie.

Responsibilities

• Gérer les appels entrants et sortants pour retenir ou désabonner les services Cogeco.
• Promouvoir et vendre les produits et services Cogeco pour maintenir la base de clients.
• Répondre aux questions des clients et résoudre les problèmes tout en atteignant les KPI.
• Réaliser des appels sortants vers des listes de clients pour optimiser la rétention.
• Appliquer les process de facturation et collaborer avec les équipes internes.

Skills

Communication écrite et orale

Retention & Sales

Negotiation

Detail-oriented

Résolution de problèmes

Autonomie

Interpersonal skills

Google Suite

Windows navigation

Education

Diplôme d'études secondaires

Formation supérieure privilégiée

Tools

Google Suite

Job description

## Specialist, Retention - HybridPostuler: Burlington, ON: Hamilton, ON: Temps plein: Publié il y a 3 jour(s): JR9977Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.## Time Type:Régulier## 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 resolves 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 customers, the incumbent 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 while ensuring that the solution meets the customer’s needs.**ACADEMIC TRAINING:*** High School Diploma required.* Post-secondary education is preferred.**WORK EXPERIENCE:*** 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.* Performance at a high standard and consistently meets all KPI expectations.**SPECIFIC COMPETENCIES:*** Strong communication skills (written and verbal).* Prior retention, sales, and telemarketing experience coupled with strong negotiation skills, is preferred.* Detail-oriented with the ability to analyze and troubleshoot customer issues. Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.* Demonstrates professional interpersonal skills and a positive customer service attitude, adhering to departmental dress code and presentation guidelines.* Open to change with a learning attitude towards work and to contribute to teams.* Experience in Google Suite applications is an asset.* Must have previous experience working with PCs and demonstrated navigation abilities within a Windows environment. Data entry experience is an asset.* A 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 statutory holidays, as business needs evolve.**You’ll benefit from:*** 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, because you deserve them.* Competitive Pay: We offer attractive compensation packages paired with a great supportive culture.* 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. Here, you will manage, influence, play, create, fix, and shape the industry.## Location :Burlington, ON## Company :Cogeco Connexion IncChez Cogeco, nous savons que des origines, des points de vue et des croyances différentes peuvent apporter une valeur inestimable à notre entreprise. Cette diversité renforce notre capacité à imaginer, à innover et à nous développer en tant qu'entreprise. Nous nous engageons donc à faire tout ce qui est en notre pouvoir pour créer un milieu d'appartenance plus diversifié et inclusif. En créant une culture où tous nos collègues peuvent donner le meilleur d'eux-mêmes au travail, nous faisons notre part pour construire un lieu de travail et un monde plus équitables. Du développement professionnel à la sécurité personnelle, Cogeco s'efforce constamment de créer un environnement qui accueille et enrichit tout le monde. Nous faisons de la santé et du bien-être de nos collègues l'une de nos plus grandes priorités, car nous savons que des employés engagés et appréciés sont synonymes d'une meilleure expérience globale pour nos clients.Si vous avez besoin de mesures d'adaptation, quelles qu’elles soient, en ce qui concerne notre processus de recrutement, veuillez nous contacter en toute confidentialité à [e-mail]