Specialist, Retention

Cogeco•Chatham, ON

1d•Remote

About The Position

The Retention Specialist position is an employee home-based role that provides excellent customer service with a focus on building loyalty and creating lasting value-based relationships. The Specialist handles inbound and outbound inquiries regarding customers requesting to downgrade or disconnect Cogeco services. The mandate is to maximize all retention and sales opportunities, resolve customer issues and ensure an optimal level of quality customer service in a timely and professional manner. The expectation of this position is that specialists are driven to achieve and exceed their targets. This role thrives on resilience and demonstrating strong negotiation skills in order to save customers from disconnecting Cogeco services. This is a province-wide (ON), remote / work-from-home (WFM) position.

Requirements

High School Diploma required.
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.
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 with a winning customer service attitude and presentation as per our departmental dress code policy and 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 is required with respect to hours of work as business needs change
Flexibility is required with respect to hours of work as the incumbent may be required to work rotating shifts in a 24/7 environment, including days, evenings, weekends, and general holidays.
Hours of work are subject to change as business needs evolve.

Nice To Haves

Post-secondary education preferred.

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.
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.