Retention Specialist

Description:

Cogeco Connexion is seeking dynamic, resilient, and customer-focused Retention Specialists to join their Ontario-based remote team. This role focuses on delivering exceptional customer service while building loyalty, retaining existing customers, and maximizing sales opportunities. Specialists will handle both inbound and outbound calls from customers requesting to downgrade or disconnect services, working to resolve issues, highlight the value of Cogeco’s products, and ultimately save accounts. Success in this role requires strong negotiation skills, excellent communication abilities, and a customer-first mindset.

Key Responsibilities:

• Handle inbound and outbound customer calls related to service downgrades, disconnections, billing inquiries, or competitive offers.

• Use effective negotiation and sales skills to retain customers by demonstrating the benefits of Cogeco’s products and services.

• Provide customized solutions to address customer concerns and exceed service expectations.

• Conduct outbound calls to targeted customer lists to maximize retention and upsell opportunities.

• Stay informed on competitor products, pricing, and promotions, providing accurate comparisons and escalating major market changes to management.

• Promote and upsell Cogeco’s full range of services to new and existing customers.

• Resolve customer concerns related to technical issues, service discrepancies, and billing, adhering to company procedures and guidelines.

• Troubleshoot issues efficiently while maintaining a high standard of professionalism and empathy.

• Work towards achieving and exceeding departmental KPI and quality targets.

• Collaborate with internal teams to ensure customer satisfaction and effective issue resolution.

• Maintain compliance with all company health, safety, and workplace policies.

Qualifications:

• High School Diploma required; post-secondary education preferred.

• Minimum 1 year customer service experience (call center experience highly preferred).

• Prior retention, sales, or telemarketing experience is an asset.

• Strong verbal and written communication skills.

• Proven negotiation skills with the ability to handle objections and close sales.

• Detail-oriented with strong problem-solving and analytical skills.

• Proficiency with PCs, Windows navigation, and Google Suite applications; data entry experience is an asset.

• Understanding of broadband, telecom, cable, and internet industries is an advantage.

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

Benefits & Perks:

• Flexible work-from-home arrangements across Ontario.

• Competitive compensation packages.

• Discounted Cogeco services for employees.

• Comprehensive health and wellness benefits.

• Opportunities for career growth and professional development.

• A supportive and inclusive workplace culture that values diversity and employee well-being.

• Access to the latest technology to enhance job performance and industry expertise.

About the Company:
Cogeco Connexion is a leading Canadian telecommunications company, providing internet, television, and phone services to customers across Ontario and Quebec. The organization values diversity, innovation, and a culture of belonging. They strive to create an inclusive environment where all employees can thrive, with a strong commitment to professional growth, employee health, and workplace safety.