Specialist, Commercial Retention and Base

Cogeco•Burlington, ON

13d•Onsite

About The Position

In accordance with established procedures, policies, and available tools, the Retention & Base Specialist is responsible for handling inbound and outbound customer interactions in a timely and professional manner. This role focuses on maintaining and growing the existing customer base by resolving inquiries, performing account modifications, and handling requests to downgrade or disconnect services. The mandate is to maximize retention and revenue opportunities through strong negotiation and sales skills, ensuring an optimal level of quality customer service. The incumbent must be flexible, balancing multiple tasks—including billing resolution, D2D fulfillment, and save opportunities—while consistently meeting KPI targets. As business needs require, the specialist may be cross-trained to provide backup for other sales or billing teams.

Requirements

High school diploma required.
Minimum 1-3 years’ experience in a retention, sales and customer service environment preferably in the call center industry required - B2B preferred.
Strong communication skills (written and verbal).
Demonstrated interpersonal skills with a winning customer service attitude and professional phone and digital communication etiquette.
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.
Open to change with a learning attitude towards work and to contribute to teams.
Prior inbound and outbound sales and/or telephone sales experience is required.
Must have previous experience working PCs and demonstrated navigation abilities within a Windows/Microsoft Office environment.

Nice To Haves

Post-secondary education preferred
Bilingualism (E/F) is an asset.
Basic accounting knowledge is an asset.
Experience with Salesforce and Remedy considered an asset
General understanding of broadband, telecom, cable and internet industries is an asset.

Responsibilities

Handle requests to downgrade or disconnect services due to competition, price, or technical issues.
Use negotiation and value-based sales skills to "save" customers and reinforce the benefits of remaining with the company.
Respond to inbound phone inquiries and execute outbound campaign activities.
Identify customer needs to proactively promote, up-sell, and retain customers while accurately processing all resulting orders.
Effectively resolve reasons for contact including billing inquiries, rescheduling orders, seasonal changes, TN transfers, account merges, and modifications.
Responsible for all D2D fulfillment requirements.
Efficiently troubleshoot and resolve escalated customer inquiries for all systems.
Provide sincere and empathetic support while offering customized solutions to resolve complaints.
Frequently review competitor information and offers to provide accurate comparisons to customers.
Escalate major market changes or aggressive competitor offers to the Supervisor.
Follow all billing procedures and the credit matrix when applying credits or debits to customer accounts.
Ensure all transactions are processed only as necessary and documented accurately.
Actively participates in corporate skills training as well and new procedural enhancements as part of the position requirements.
As part of their work, employees must take all necessary measures to ensure their own health and safety. 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.