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Cogeco Connexion
Cogeco Connexion
1,001 – 5,000 Employees
B2CMediaTelecommunications
Cogeco Connexion is a telecommunications and media company serving communities in Ontario and Quebec, with a focus on smaller cities and local customer support. Its services include high-speed broadband internet, high-definition television, video on demand, VoIP, IPTV, and IT hosting. With more than 65 years of operations, the company provides connectivity and entertainment services, including internet speeds of up to 1 Gbps, to residential and business customers.
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Retention Specialist (Hybrid) - Cogeco Connexion

Help Cogeco customers remain connected by resolving service and billing concerns, negotiating tailored solutions, and identifying retention and upselling opportunities. This full-time hybrid role manages inbound and outbound customer interactions while supporting service quality and sales targets.

CACanadaHybridFull-timeJuniorMiddleNo degree requiredEnglish RequiredCustomer Retention SpecialistCustomer Success

Description

  • Manage inbound and outbound contacts from customers considering service downgrades or cancellations
  • Identify opportunities to improve customer retention and support sales growth
  • Address customer concerns with prompt, professional service
  • Apply negotiation and sales techniques to retain customers
  • Communicate the value and competitive advantages of Cogeco products and services
  • Contact assigned customer lists to pursue retention and sales opportunities
  • Recommend tailored solutions that support customer retention and acquisition
  • Respond to inbound calls while meeting or exceeding quality standards and KPI targets
  • Promote and upsell Cogeco products and services, including processing customer orders
  • Monitor competitor offerings and report significant market changes to the Supervisor
  • Investigate billing questions and service discrepancies in line with billing procedures and credit matrix requirements
  • Troubleshoot escalated customer concerns across multiple systems and deliver resolutions
  • Support departmental requests and contribute to special projects
  • Follow company health and safety policies and procedures

Requirements

  • High school diploma is required
  • Post-secondary education is preferred
  • At least one year of experience is preferred
  • One to two years of prior call center experience is preferred
  • Demonstrated customer service capability
  • Strong first-contact resolution skills
  • Consistent performance against KPI expectations
  • Excellent written and verbal communication abilities
  • Previous retention, sales, or telemarketing experience is preferred
  • Strong negotiation ability is preferred
  • Careful, analytical approach to investigating and troubleshooting customer issues
  • Self-directed approach with the initiative to resolve problems independently
  • Professional interpersonal manner and customer-focused attitude
  • Familiarity with Google Workspace applications is an asset
  • Experience using PCs and navigating a Windows environment
  • Data entry experience is an asset
  • General knowledge of broadband, telecommunications, cable, and internet services is an asset
  • Availability for rotating shifts in a 24/7 operation, including days, evenings, weekends, and statutory holidays
  • Ability to adjust to evolving business requirements

Benefits

  • Work flexibility between home and the workplace
  • Employee discounts on Cogeco services
  • Competitive compensation packages
  • Benefits coverage
  • Resources and opportunities for career growth
  • Professional development support
  • Personal safety, health, and well-being resources
  • Hybrid work arrangement

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