Job Description

Responsible for handling incoming calls 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.

KEY RESPONSIBILITIES

1. Answers customer phone inquiries for all systems. Offers customized solutions and options while responding to questions or problems that are raised by the customer.

2. Responsible for accurate data input using prescribed applications and processes for all customers’ add, move, and change requests.

3. Promotes and up-sells products and services with each customer contact and schedules and inputs order requests.

4. Analyses customer requests for locates, burials and service calls and takes appropriate action. Identifies area-wide service interruptions for all locations and alerts appropriate staff in a timely manner.

5. Resolves billing inquiries and service discrepancies. Credits and debits customer accounts. Initiates customer refunds for all systems and submits to supervisor for approval.

6. Highlights the features and benefits of cable television and broadband services by confidently handling competitive issues with an approach that will incite customers to choose Cogeco as their exclusive service provider. Make all required efforts to retain customers that express their intent to cancel their subscription or down grade their services.

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

8. 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.

9. 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.