Specialist, Retention - Hybrid
Core
Retention Specialist managing inbound/outbound customer inquiries to prevent churn, resolve service issues, and upsell Cogeco telecom/cable services.
Role type
Customer retention and sales specialist
Builds
Customer retention and sales opportunities for Cogeco's broadband, cable, and internet services
Domain
Telecommunications / Cable & Internet
Deliverable
product features
Required skills
Negotiation, sales, customer service, first call resolution, billing troubleshooting, data entry, Windows navigation, Google Suite
Preferred skills
Retention/sales/telemarketing experience, broadband/telecom industry knowledge, rotating shift flexibility
Technologies
Windows, Google Suite
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; investigate competitor offers; handle escalated inquiries.
Seniority
Entry-level to Junior
