Specialist, Retention - Hybrid
Core
Retention Specialist handling inbound/outbound calls to prevent customers from downgrading or disconnecting Cogeco services, resolving issues, and upselling products.
Role type
Customer retention and sales specialist
Builds
Customer retention and sales for Cogeco telecom/cable services
Domain
Telecom / Cable / Internet
Deliverable
product features
Required skills
Negotiation, sales, customer service, first call resolution, billing troubleshooting, data entry, PC/Windows navigation
Preferred skills
Retention/telemarketing experience, Google Suite, broadband/telecom industry knowledge, bilingualism (English/French)
Technologies
Google Suite, Windows, CRM systems
Responsibilities
Handle customer requests to downgrade or disconnect services using negotiation; resolve customer issues and billing inquiries; make outbound calls to maximize retention; upsell products and process orders; monitor competitor offers and escalate major market changes; work rotating shifts including evenings and weekends.
Seniority
Individual Contributor
