Teams at Cogeco Inc.

Handles inbound and outbound customer interactions to retain and grow the existing customer base. Resolves billing, account, service, and fulfillment issues; negotiates downgrade or disconnection requests; promotes upsells and retention offers; processes orders and account changes; troubleshoots escalated concerns; monitors competitor offers; and meets quality, sales, and KPI targets.

Leads and develops a data engineering chapter while remaining hands-on in an agile squad. Responsibilities include coaching engineers, defining future capabilities, designing scalable data pipelines and infrastructure, establishing engineering standards, partnering with data architecture and analytics teams, improving data quality and governance, and supporting workforce planning and recruitment.

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.