Specialist, Retention - Hybrid
Core
Retention Specialist handling inbound/outbound inquiries to prevent customers from downgrading or disconnecting Cogeco services, resolving issues, and maximizing sales opportunities.
Role type
Retention Specialist (Customer Service)
Builds
Customer retention and sales for Cogeco's broadband, telecom, and cable services
Domain
Telecommunications / Cable & Internet
Deliverable
product features
Required skills
negotiation, customer service, first call resolution, sales, troubleshooting, data entry, billing procedures
Preferred skills
retention experience, telemarketing, Google Suite, Windows environment navigation, broadband/telecom industry knowledge
Technologies
Google Suite, Windows
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; handle escalated inquiries and troubleshoot system issues.
Seniority
Individual Contributor
