Customer Care Representative - Burlington, Canada - Cogeco Connexion Inc

Cogeco Connexion Inc

Verified Company

Burlington, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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:
Responsible for retaining customers with a high potential of Revenue Loss & Churn, driven by technical issues.

Focusing on contact resolution for a wide variety of customer issues including but not limited to:
retention, technical support, billing and sales.

The Customer Care Specialist should maximize NPS & Revenue Retained through all customer interactions by completing regular 'needs assessments' and proactively resolving customer issues which could lead to Churn and Revenue Loss.

This position is based remotely within Ontario, Canada.

KEY RESPONSIBILITIES:

CUSTOMER RETENTION, NPS, AND BUILDING RELATIONSHIPS 50%Actively manage & develop relationships with a diverse customer base to maximize lifetime value, customer retention, and loyalty to Cogeco's products & services.
Identify and assess customer needs to resolve inquiries efficiently & effectively, while demonstrating the value of Cogeco's products.
Develop relationships & build rapport by proactively reaching out to our customers to assess account health & their product packages.
Negotiate "Win/Win" outcomes with customers based on business revenue targets & NPS goals.
Drive NPS results by providing the highest level of service ("white glove") to accounts who have made multiple service calls, or possess a high churn risk and/or high revenue loss risk, and other key identifiers supporting the need for specialized service.
Creatively resolve customer issues by providing unique solutions or recommendations which provide the highest level of customer experience.
Regularly takes initiative to identify trends & commonalities which may result in increased churn.
TECHNICAL KNOWLEDGE, BEST-INCLASS SERVICE 40%
Follow technical procedures and support in the identification & resolution of customer issues. Resolve issues or coordinate the resolution of these issues by leveraging tools, support teams, or internal processes.
Personalize each interaction and resolve customer concerns, prevent future issues, and promote client services in a respectful and professional manner.
Troubleshooting services, rightsizing packages, answering all questions regarding their account including Technical, Retention, billing, upgrade options and general information.
First Call Resolution mindset: takes ownership of the customer inquiry and liaises with the appropriate department when needed to ensure resolution or followup "White Glove".
OTHER 10%
Communicate trends, issues, or opportunities as they are identified in customer conversations. Work with key internal partners to resolve issues or capitalize on opportunities.
Other duties as assigned
QUALIFICATIONS:
ACADEMIC TRAINING:

High School Diploma required.-

Post-secondary education is preferred
WORK EXPERIENCE:
Minimum 1 year of Customer Service experience in Technical Support or Retention is required.
Experience in a customer facing position where conflict resolution is regularly encountered.
General understanding of broadband, telecom, cable and internet industries is an asset
SPECIFIC COMPETENCIES:
Strong communication skills (written and verbal).
Proven ability to resolve conflicts and deescalate customers to reach a solution where the customer is satisfied.
Strong negotiation abilities & value propositioning skills which result in "Win/Win" solutions for the customer & is aligned with business targets.
Ability to make decisions with limited knowledge under fastpaced conditions.
Detail oriented with the ability to independently analyze & problem solve customer issues.
Demonstrates flexibility and a positive attitude while adapting to changing market demands, targets and key focus areas.

PHYSICAL DEMANDS, HEALTH & SAFETY, WORK HOURS, AND VISUAL ACUITY:

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.
You'll benefit from:
Flexibility: yes, we think that what you do matters. At work and at home.
Fun: we laugh a lot, it makes every day brighter.
Discounted services: we provide amazing services to our clients, and you'll get them at home, because you deserve them.
Rewarding Pay: let's be honest, everybody likes to make a good salary. We offer attractive compensation packages, and it comes with a great culture.
Benefits: we've got you covered.
Career Evolution: join us and we will give you the tools to ac