Customer Care Representative

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.

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 1 year 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 Evolution: join us and we will give you the tools to achieve your c