Specialist, Retention - Hybrid

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated. Time Type: Regular Job Description : The Retention Specialist position is an employee hybrid role, where you will work from your home office and 2 x a month in our Burlington, ON office , 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 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 the order. Frequently reviews and investigates Cogeco’s prime competitor’s information and offers via the internet, telephone calls, or retail visits…