Customer Service Representative

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 :

POSITION SUMMARY:

The Customer Service Representative resolves billing and customer service inquiries, capitalises on sales prospects, fosters customer loyalty and prevents churn through promoting benefits of Cogeco’s products and services. Customer concerns should be addressed proficiently and guarantee a high standard of quality and professionalism. Motivation to meet and surpass set targets is essential, and success in this position relies on resilience, displaying excellent interpersonal abilities and adept negotiation skills to elevate the overall customer experience.

We’re committed to you and your development. Grow your career with us!

KEY RESPONSIBILITIES:

• Responsible for handling customers’ requests for billing, products, services, pricing related to Cogeco or competitive offers, customer service related issues and reasons.

• Works effectively to resolve customer issues & builds value in Cogeco’s products and services by communicating the advantages and benefits over the competition.  In addition, responsible for handling all types of customer calls as required, resolving the reason for call and practicing the sales behaviours that are outlined in the training material.

• Answers customer inbound phone inquiries. Offers customized solutions and options while.

• Responding to questions or problems that are raised by the customer while meeting and/or exceeding departmental quality and KPI  targets. 

• Is attentive to existing and potential customer needs and offers customized solutions and options to retain existing products and add new products. 

• Demonstrates integrity with all aspects of their dealings with customers and is proactive, sincere, and empathetic when responding to any questions or issues that are raised by the customer. 

• Promotes and up-sells products and services with each customer contact for new and existing customers and processes the order.

• Frequently reviews knowledge management tools provided by Cogeco to understand new offers, processes or policies.  

• Adheres to the call flow procedures provided by Cogeco 

• Highlights the features and benefits of all Cogeco products and services by confidently demonstrating customer service and sales behaviours as trained. 

• Resolves billing inquiries and service discrepancies. Follows all billing procedures as outlined in training including following the credit matrix when applying credits and debits on customer accounts only as necessary.

• Efficiently handles, troubleshoots and resolves escalated customer inquiries for all systems. Offers customized solutions and options while responding to questions and problems. while demonstrating soft skills.  

• Assists with other departmental requests as required and performs special projects as assigned.

• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers. 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.

• 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.

 

ACADEMIC TRAINING:

• High School Diploma required.

• Post-secondary education is preferred.

WORK EXPERIENCE:

• Minimum 1-2 years previous experience in a call center environment preferred.

• Proven customer service skills, and superior first call resolution skills.

• Performance at a high standard and consistently meets all KPI expectations.

 

SPECIFIC COMPETENCIES: