Customer Care Representative

3 weeks ago

Burlington, Canada Cogeco Connexion Inc Full time

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:
Responsible for retaining customers with a high potential of Revenue Loss & Churn, driven by technical issues. Focusing on contact resolution for a wide variety of customer issues including but not limited to: retention, technical support, billing and sales. The Customer Care Specialist should maximize NPS & Revenue Retained through all customer interactions by completing regular ‘needs assessments’ and proactively resolving customer issues which could lead to Churn and Revenue Loss.

This position is based remotely within Ontario, Canada.

KEY RESPONSIBILITIES:

- CUSTOMER RETENTION, NPS, AND BUILDING RELATIONSHIPS - 50%Actively manage & develop relationships with a diverse customer base to maximize lifetime value, customer retention, and loyalty to Cogeco’s products & services.-
- Identify and assess customer needs to resolve inquiries efficiently & effectively, while demonstrating the value of Cogeco’s products.-
- Develop relationships & build rapport by proactively reaching out to our customers to assess account health & their product packages.-
- Negotiate “Win/Win” outcomes with customers based on business revenue targets & NPS goals.-
- Drive NPS results by providing the highest level of service (“white glove”) to accounts who have made multiple service calls, or possess a high churn risk and/or high revenue loss risk, and other key identifiers supporting the need for specialized service.-
- Creatively resolve customer issues by providing unique solutions or recommendations which provide the highest level of customer experience.-
- Regularly takes initiative to identify trends & commonalities which may result in increased churn.- TECHNICAL KNOWLEDGE, BEST-IN-CLASS SERVICE - 40%- Follow technical procedures and support in the identification & resolution of customer issues. Resolve issues or coordinate the resolution of these issues by leveraging tools, support teams, or internal processes.-
- Personalize each interaction and resolve customer concerns, prevent future issues, and promote client services in a respectful and professional manner.-
- Troubleshooting services, right-sizing packages, answering all questions regarding their account including Technical, Retention, billing, upgrade options and general information.-
- First Call Resolution mindset: takes ownership of the customer inquiry and liaises with the appropriate department when needed to ensure resolution or follow-up - “White Glove”.- OTHER - 10%- Communicate trends, issues, or opportunities as they are identified in customer conversations. Work with key internal partners to resolve issues or capitalize on opportunities.-
- Other duties as assigned.- QUALIFICATIONS:

- ACADEMIC TRAINING:
- High School Diploma required.-
- Post-secondary education is preferred.- WORK EXPERIENCE:
- Minimum 5 years of Customer Service experience in Technical Support or Retention is required.-
- Experience in a customer facing position where conflict resolution is regularly encountered.-
- General understanding of broadband, telecom, cable, and internet industries is an asset.- SPECIFIC COMPETENCIES:
- Strong communication skills (written and verbal).-
- Proven ability to resolve conflicts and de-escalate customers to reach a solution where the customer is satisfied.-
- Strong negotiation abilities & value propositioning skills which result in “Win/Win” solutions for the customer & is aligned with business targets.-
- Ability to make decisions with limited knowledge under fast-paced conditions.-
- Detail-oriented with the ability to independently analyze & problem-solve customer issues.-
- Demonstrates flexibility and a positive attitude while adapting to changing market demands, targets, and key focus areas.PHYSICAL DEMANDS, HEALTH & SAFETY, WORK HOURS, AND VISUAL ACUITY:
- 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.- You’ll benefit from:
- Flexibility: yes, we think that what you do matters. At work and at home.-
- Fun: we laugh a lot, it makes every day brighter.-
- Discounted services: we provide amazing services to our clients, and you’ll get them at home, because you deserve them.-
- Rewarding Pay: let’s be honest, everybody likes to make a good salary. We offer attractive compensation packages, and it comes with a great culture.-
- Benefits: we’ve got you covered.-
- Career Evoluti

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