Specialist, Retention - Hybrid

## Specialist, Retention - Hybrid Postuler:
Burlington, ON:
Hamilton, ON:
Temps plein:
Publié il y a 3 jour(s):
JR9977

Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.## Time Type:

Régulier##

Job Description :

The Retention Specialist position is a
*** hybrid role based out of our Burlington, ON office working remotely with 2 in-office days per month (subject to change in accordance with Cogeco’s Policy on Remote Work).
*** This role focuses on delivering exceptional customer service, building brand loyalty, and fostering lasting, value-based relationships.  In this role, you will manage inbound and outbound inquiries from customers requesting to downgrade or disconnect Cogeco services. Your main objective is to resolve customer issues, maximize retention and sales opportunities, and provide high-quality, professional service in a timely manner. Successful specialists are resilient, possess strong negotiation skills, and are motivated to consistently meet and exceed performance targets.  

##
** Selection Process & Candidate Expectations
** To ensure hiring process integrity, we will require the following virtual verification steps:
* ** Live Video Interview:
** All interviews are conducted virtually. Candidates must have access to a device with a working camera and keep their video turned on for the duration of the interview.
* ** On-Camera :
** During the live interview, candidates will be requested to display
** two (2) valid pieces of government-issued identification with one of which must include a photo
** to the interviewer.  

* Note:

Verification is conducted visually during the live interview session only; identity documents are not stored or recorded. Candidates who are unable or unwilling to complete the camera or  requirements cannot be considered for this role.
* ** This is a Hybrid position
- Location:

Burlington, ON*
* ** 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. In addition, 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…