Customer Service Representative

7 days ago

Windsor, Ontario, Canada Cogeco Full time

Job Summary:

The Customer Service Representative is responsible for delivering exceptional customer experiences by resolving billing and customer service inquiries, capitalizing on sales prospects, and fostering customer loyalty. This role requires a strong ability to communicate effectively, negotiate, and build value in Cogeco's products and services.

Key Responsibilities:

  • Handle customer requests for billing, products, services, pricing, and customer service-related issues.
  • Work effectively to resolve customer issues and build value in Cogeco's products and services by communicating the advantages and benefits over the competition.
  • Answer customer inbound phone inquiries and offer customized solutions and options while meeting and/or exceeding departmental quality and KPI targets.
  • Be attentive to existing and potential customer needs and offer customized solutions and options to retain existing products and add new products.
  • Demonstrate integrity with all aspects of dealings with customers and be proactive, sincere, and empathetic when responding to any questions or issues raised by the customer.
  • Promote and up-sell products and services with each customer contact for new and existing customers and process the order.
  • Frequently review knowledge management tools provided by Cogeco to understand new offers, processes, or policies.
  • Adhere to the call flow procedures provided by Cogeco.
  • Highlight the features and benefits of all Cogeco products and services by confidently demonstrating customer service and sales behaviors as trained.
  • Resolve billing inquiries and service discrepancies, following all billing procedures as outlined in training.
  • Efficiently handle, troubleshoot, and resolve escalated customer inquiries for all systems.
  • Assist with other departmental requests as required and perform special projects as assigned.

Requirements:

  • High School Diploma required; Post-secondary education is preferred.
  • Minimum 1-2 years previous experience in a call center environment preferred.
  • Proven customer service skills and superior first call resolution skills.
  • Performance at a high standard and consistently meets all KPI expectations.
  • Strong communication skills (written and verbal).
  • Prior billing, sales, or telemarketing experience coupled with strong negotiation skills is preferred.
  • 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.
  • Demonstrates professional interpersonal skills with a winning customer service attitude and presentation as per our departmental dress code policy and guidelines.
  • Open to change with a learning attitude towards work and to contribute to teams.
  • Experience in Google Suite applications is an asset.
  • Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment.
  • Data entry experience is an asset.
  • General understanding of broadband, telecom, cable, and internet industries is an asset.
  • Flexibility required with respect to hours of work as business needs change.
  • Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts in a 24/7 environment, including days, evenings, weekends, and general holidays.
  • Ability to follow direction.

Benefits:

  • 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.

Location: Burlington, ON

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