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.
Requirements
- 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 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.
- 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.
- 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.
Benefits
- Flexibility
- Fun
- Discounted services
- Rewarding Pay
- Benefits
- Career Evolution
- Technology
