Specialist, Retention

Join to apply for the Specialist, Retention role at Cogeco Connexion . Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated. Time Type Regular Job Description The Retention Specialist position is an employee home‑based role that provides excellent customer service with a focus on building loyalty and creating lasting value‑based relationships. The Specialist handles inbound and outbound inquiries regarding customers requesting to downgrade or disconnect Cogeco services. The mandate is to maximize all retention and sales opportunities, resolve customer issues and ensure an optimal level of quality customer service in a timely and professional manner. The expectation of this position is that specialists are driven to achieve and exceed their targets. This role thrives on resilience and demonstrating strong negotiation skills in order to save customers from disconnecting Cogeco services. This is a province‑wide (ON), remote / work‑from‑home (WFM) position. Responsibilities Handle customers’ requests to downgrade or disconnect services for competitive reasons, perceived value or price, technical, customer service‑related issues, and reasons deemed uncontrollable, using negotiation and sales skills. Effectively resolve customer issues and build value in Cogeco’s products and services by communicating the advantages and benefits over the competition, handling all types of calls, and practicing sales behaviours outlined in the training material. Call outbound customer lists to maximize retention and sales opportunities. Offer outstanding service and customer focus that incites customers to choose all Cogeco products and services by highlighting benefits and features to retain and acquire new customers. Answer inbound phone inquiries, offering customized solutions and options while meeting or exceeding departmental quality and KPI targets. Be attentive to existing and potential customer needs and offer customized solutions to retain and/or acquire every possible customer. Demonstrate integrity in all dealings with customers and be proactive, sincere, and empathetic when responding to any questions or issues raised. Promote and upsell products and services with each customer contact for new and existing customers, and process the order. Review and investigate Cogeco’s prime competitor’s information and offers via the internet, telephone calls, or retail visits to provide accurate information and communicate Cogeco’s advantages over the competition; also escale major market changes or offers to the Supervisor for evaluation. Highlight the features and benefits of all Cogeco products and services by confidently demonstrating retention and sales behaviours as trained. Resolve billing inquiries and service discrepancies, following all billing procedures and credit matrix as outlined in training. Efficiently handle, troubleshoot, and resolve escalated customer inquiries for all systems, offering customized solutions while demonstrating soft skills. Assist with other departmental requests as required and perform special projects as assigned. Take all necessary measures to ensure own health and safety, and that of co‑workers, using available personal protective equipment and complying with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company. Support Cogeco’s ultimate goal of providing excellent service by being constantly attentive and responsive to both external and internal customers’ needs and assisting in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs. Academic Training High School Diploma required. Post‑secondary education preferred. Work Experience Minimum 1 year of experience preferred. Minimum 1–2 years of previous experience in a call center environment preferred. Proven customer service skills, superior first‑call resolution skills. Performance at a high standard and consistently meets all KPI expectations. Specific Competencies Strong communication skills (written and verbal). Prior retention, sales, and telemarketing experience with strong negotiation skills preferred. Detail‑oriented with the ability to analyze and troubleshoot customer issues; self‑motivated and capable of taking initiative and resolving problems independently; monitors own quality of work. Demonstrates professional interpersonal skills with a winning customer service attitude and presentation as per departmental dress code policy and guidelines. Open to change with a learning attitude toward work and to contribute to teams. Experience in Google Suite applications is an asset. Previous experience working with 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; may be required to work rotating shifts in a 24/7 environment, including days, evenings, weekends, and general holidays. You’ll Benefit From Flexibility: Yes, we think what you do matters, at work and at home. Fun: laugh a lot, it makes every day brighter. Discounted services: We provide amazing services to our clients, and you’ll get them at home. Rewarding Pay: Attractive compensation packages 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: Manage, influence, play, create, fix, and shape the industry. Location Burlington, ON Company Cogeco Connexion Inc At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. Our commitment to diversity and inclusion creates a culture where all our colleagues can bring their best selves to work. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well‑being of our colleagues one of our highest priorities, knowing engaged and appreciated employees equate to a better overall experience for our customers. If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at #J-18808-Ljbffr