Specialist, oxio Customer Care

Cogeco•Burlington, ON

11d•Remote

About The Position

The telco industry landscape in Canada is evolving and we are looking for people to deliver best-in-class customer service to help the oxio brand pursue its fast growth and continue to be one of the most loved ISPs in Canada. Someone able to connect with our customers and internal teams. Someone who is passionate and has the ability to get things done. Someone who wants to be a part of the success of a business with strong values and is customer-obsessed. Our Customer Care team is responsible for delivering excellent support and service to current and prospective oxio customers. The customer care agent has four key priorities: Consistently supporting a culture of customer service, sales, and retention, Providing great customer service and driving customer satisfaction scores individually and as part of a team, Delivery of key performance metrics (e.g. subscriptions, cancellations, employee satisfaction), Acting as a brand ambassador, promoting oxio products, services and values to drive continuous improvement. The Customer Care agent is ultimately responsible for delivering high customer satisfaction scores, along with business unit subscription and cancellation targets. This position is a permanent, work-from-home opportunity available throughout Canada.

Requirements

High school diploma required.
Minimum 1-3 years’ experience in a sales and customer service environment, preferably in the call center industry.
Strong communication skills (written and verbal).
Proven speed and accuracy in typing
Proven customer service skills
Performance at a high standard and consistently meets all KPI expectations
Demonstrated interpersonal skills with a winning customer service attitude and professional 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 / outbound chat sales and/or telephone sales experience is required.
Must have previous experience working with PCs and demonstrated navigation abilities within a Windows environment.

Nice To Haves

Post-secondary education preferred
Experience in the Google Suite of applications is preferred.
A general understanding of broadband, telecom, cable, and internet industries is an asset.

Responsibilities

Provides day-to-day customer service and support functions to current and prospective oxio customers
Provide support to customers by offering creative or standard solutions that drive optimal customer outcomes
Troubleshoot scenarios with other agents to ensure process compliance as well as process effectiveness, in pursuit of the key performance indicators
Responsible for delivering high customer satisfaction scores through excellent customer service and solutions, and achieving subscriber targets (e.g., growth, churn)
Embrace and support a culture of performance, personal accountability & collaboration among peers
Identify and propose ways to improve employee satisfaction and experience
Promotes and upsells products and services with each customer contact for new and existing customers and processes the order.
Answers customer chat 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 service targets.
Highlights the features and benefits of our services and products, and confidently handles competitive issues with an approach that will incite customers to choose oxio as their exclusive service provider.
Manage customers chatting to downgrade or disconnect oxio services for non-competitive reasons. Works to effectively resolve customer issues, builds value in oxio’s products and services by communicating the advantages and benefits over the competition. In addition, the candidate will handle all types of Customer chats as required.
Makes all required efforts to retain customers that express their intent to cancel their subscription or downgrade their services
Responsible for accurate data input using prescribed applications and processes for all customers’ add, move, and change requests.
Assists with other departmental requests as required and performs special projects as assigned.
Actively participates in corporate-initiated selling skills training as well and new procedural enhancements as part of the position requirements.
Efficiently handles, troubleshoots and resolves escalated customer inquiries for all systems.