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Sales and Customer Service Representative

2 months ago

Burlington, Ontario, Canada Cogeco Full time

About the Role:

Cogeco is seeking a highly motivated and customer-focused individual to join our team as a Sales and Customer Service Representative. As a key member of our Business Solutions team, you will be responsible for providing exceptional customer service and sales support to our clients.

Key Responsibilities:

  • Answer customer sales inquiries for Business Solutions products and offer customized solutions and options while meeting and/or exceeding departmental Quality and sales targets.
  • Promote and up-sell products and services with each customer contact and schedule and input order requests.
  • Highlight the features and benefits of our High-Speed Internet, Telephony, CATV, and Professional Services products and confidently handle competitive issues with an approach that will incite customers to choose Cogeco as their exclusive service provider.
  • Make all required efforts to retain customers that express their intent to cancel their subscription or downgrade their services.
  • Responsible for accurate data input using prescribed applications and processes for all customers' add, move, and change requests.
  • Assist with other departmental requests as required and perform special projects as assigned.
  • Make outbound calls to solicit new sales, renew contracts, up-sell to existing customers, and to follow up with existing and potential customers regularly.
  • Maximize leads provided through various channels (peer to peer, website, events, etc.) to achieve sales results and assigned targets.
  • Support Cogeco's ultimate goal of providing excellent service to current and potential customers by being constantly attentive and responsive to both external and internal customers' needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer's needs.
  • Take all necessary measures to ensure your own health and safety, and that of your co-workers and the public in general, and comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.

Requirements:

  • College Diploma or combination of equivalent education and experience required.
  • 3 years previous experience in a sales-focused call center environment - B2B preferred.
  • Proven customer service skills, superior first call resolution skills.
  • Demonstrated knowledge of Cogeco processes and internal procedures.
  • Performance at a high standard and consistently meets all KPI expectations.
  • Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
  • Demonstrated interpersonal skills with a winning customer service attitude and professional phone and digital communication etiquette.
  • Detail-oriented with the ability to analyze and troubleshoot customer issues.
  • Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
  • Open to change with a learning attitude towards work and to contribute to teams.
  • Prior inbound and outbound sales and/or telephone sales experience is required. Basic accounting knowledge is an asset.
  • Must have previous experience working PCs and demonstrated navigation abilities within a Windows/Microsoft Office environment.
  • Experience with Salesforce and Remedy considered an asset.
  • General understanding of broadband, telecom, cable, and internet industries is an asset.

What We Offer:

  • 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 Evolution: join us and we will give you the tools to achieve your career goals
  • Technology: you have a passion for technology? Excellent, we do too. Here, you will manage, influence, play, create, fix, and shape the industry.