Jobs at Cogeco Inc.

Handles inbound and outbound customer contacts involving service downgrades, disconnections, billing, technical issues, and retention. Uses negotiation, sales, troubleshooting, and customized solutions to retain customers, resolve concerns, upsell products, and meet quality and KPI targets. Reviews competitor offers, processes orders, and supports escalated inquiries while delivering professional customer service in a rotating-shift call center environment.

Handles inbound and outbound customer contacts from customers considering service downgrades or cancellations. Uses negotiation, retention, sales, troubleshooting, and customer service skills to resolve issues, promote Cogeco products, process orders, and meet quality and KPI targets. Responsibilities also include billing support, competitor research, escalated inquiry resolution, upselling, and working flexible rotating shifts in a 24/7 environment.

Manage financial tracking, CAPEX/OPEX allocation, forecasting, accruals, cloud cost management, and procurement workflows for IT and Engineering initiatives. Administer ERP purchasing processes, resolve three-way matching issues, monitor purchase order burn rates, and partner with Finance, Engineering, IT, and vendors. Maintain capitalization compliance, track assets and project milestones, reconcile labor allocations, and develop financial models and dashboards for leadership.

Manage intraday contact center queue operations across voice, chat, and email. Monitor real-time metrics (service level, AHT, occupancy), update schedules, reforecast staffing, approve offline activities, run reports, support BI queries, and coordinate with operations for business continuity and staffing recommendations.

The Video Product Owner leads the video product strategy and content lifecycle management, focusing on market alignment and operational efficiency while enhancing customer experience.