Retention Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage incoming and outgoing customer inquiries regarding downgrading or disconnecting Cogeco services.

• Optimize retention and sales opportunities through effective negotiation and sales techniques.

• Address customer concerns and deliver prompt, professional service.

• Enhance the value of Cogeco products and services by highlighting their benefits over competitors.

• Handle customer calls, resolve issues, and implement trained sales practices.

• Reach out to outbound customer lists to increase retention and sales opportunities.

• Offer tailored solutions and options to retain and acquire customers.

• Respond to inbound phone inquiries.

• Promote and upsell products and services while processing orders.

• Analyze competitor information and offers, escalating significant market changes to the Supervisor.

• Address billing inquiries and service discrepancies, applying credits and debits following billing procedures.

• Troubleshoot and resolve escalated customer inquiries across various systems.

• Assist with departmental requests and special projects.

• Achieve or surpass departmental quality and KPI targets.

• Uphold health and safety standards for customers and colleagues.

• Remain attentive and responsive to both internal and external customer needs, resolving issues with professionalism.

⛳️ Requirements

• High School Diploma is required.

• Post-secondary education is preferred.

• At least 1 year of relevant experience is preferred.

• Minimum of 1–2 years of prior experience in a call center environment is preferred.

• Demonstrated customer service skills.

• Excellent first call resolution capabilities.

• Consistently meets KPI expectations.

• Strong written and verbal communication skills.

• Previous experience in retention, sales, and telemarketing is preferred.

• Strong negotiation skills are preferred.

• Detail-oriented with the ability to analyze and troubleshoot customer issues.

• Self-driven and capable of taking initiative and resolving problems independently.

• Professional interpersonal skills coupled with a positive customer service attitude.

• Willingness to adapt to changes and contribute to team efforts.

• Familiarity with Google Suite applications is an asset.

• Experience working with PCs and demonstrated navigation skills within a Windows environment.

• Data entry experience is advantageous.

• General knowledge of the broadband, telecom, cable, and internet industries is a plus.

• Flexibility to work rotating shifts in a 24/7 environment, including days, evenings, weekends, and holidays.

🏝️ Benefits

• Discounted Cogeco services for personal use.

• Competitive compensation packages.

• Comprehensive benefits coverage.

• Opportunities for career development and growth.

• Flexible work-from-home options.

• Professional development and career advancement opportunities.

• Support for health and well-being.

• Accommodations available during the application or recruitment process.