Location: Burlington, Ontario, Canada
At Cogeco, 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, dedicated, problem solvers.
In accordance with established procedures, policies and available tools, the incumbent has the ability to handle all incoming calls and OMNI contacts from all Cogeco systems in a timely and professional manner. Mandate is to maximize sales opportunities, resolve customer issues and ensure an optimal level of quality customer service, while also proactively seeking sales opportunities through outbound cold calling. As business needs are required, agents may be asked to cross train for additional skills to assist teams with back up if needed. The expectation of this position is agents are flexible and able to balance multiple skills at the same time maintaining their KPI expectations.
Answers customer sales inquiries for Business Solutions products and offer customized solutions and options while meeting and/or exceeding departmental Quality and sales targets i.e. RPC, RGU, close rates etc.
Promotes and up-sells products and services with each customer contact and schedules and inputs order requests.
Highlights the features and benefits of our HSI, Telephony,CATV and Professional Services products and confidently handles competitive issues with an approach that will incite customers to choose Cogeco as their exclusive service provider.
Makes all required efforts to retain customers that express their intent to cancel their subscription or downgrade their services.
Responsible for accurate data input using prescribed applications and processes for all customers’ add, move, and change requests.
Assists with other departmental requests as required and performs special projects as assigned.
Makes outbound calls to solicit new sales, renew contracts, upsell to existing customers and to follow up with existing and potential customers regularly.
Maximizes leads provided through various channels (peer to peer, website, events…etc.) to achieve sales results and assigned targets.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. 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.
College Diploma or combination of equivalent education and experience required.
3 years previous experience in a sales focused call center environment – B2B preferred.
Proven customer service skills, superior first call resolution skills.
Demonstrated knowledge of Cogeco process and internal procedures
Performance at a high standard and consistently meets all KPI expectations
Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
Demonstrated interpersonal skills with a winning customer service attitude and professional phone and digital communication etiquette.
Detail oriented with the ability to analyze and troubleshoot customer issues.
Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
Open to change with a learning attitude towards work and to contribute to teams.
Prior inbound and outbound sales and/or telephone sales experience is required. Basic accounting knowledge is an asset.
Must have previous experience working PCs and demonstrated navigation abilities within a Windows/Microsoft Office environment.
Experience with Salesforce and Remedy considered an asset
General understanding of broadband, telecom, cable and internet industries is an asset.