Job Description

The successful candidate is responsible for handling inbound traffic in store and outbound calls from all Cogeco systems in a timely and professional manner. The mandate is to maximize all sales opportunities, resolve customer issues and ensure an optimal level of quality customer service.
This role places a major focus on providing efficient and friendly service to customers who visit the Cogeco retail store. The duties include but are not limited to: actively promoting Company products and services at every opportunity, identifying sales opportunities, and providing an optimal level of professional service to all customers. The expectation of this position is that agents are highly driven and consistently working to achieve and exceed their targets. The Specialist thrives on competition and achievement and is determined to be a top performer, who is comfortable taking on challenges, is resilient and can overcome rejection in pursuing sales opportunities.

Job Responsibilities:
Actively focuses on selling, upgrading and promoting Cogeco products & services. Provides professional services and solutions to meet customer needs. Schedules and inputs order requests using the compliance tools necessary.

Delivers face to face customer interaction that will entice customers to select Cogeco as their sole provider of Cable TV, Internet and phone services.

Highlights the features and benefits of all Cogeco products and services by confidently demonstrating sales behaviors as trained.

Promotes and up-sells products and services with both new and existing customers being agile to execute various sales techniques to maximize sales opportunities.

Responsible for calling various outbound customer lists to maximize sales opportunities.

Makes every effort to retain customers who express their wish to cancel their subscription or reduce their level of service. Is upfront in all of their dealings with customers. Is proactive, sincere and empathetic when responding to customers’ questions or issues.

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

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

Responsible for asset management: returns, exchanges, distribution of all Cogeco equipment while at the storefront.

Actively participates in corporate initiated selling skills training as well and new procedural enhancements as part of the position requirements.

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.

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

Assist with other storefronts in alternate locations if required.