Specialist, Commercial Retention and Base

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.

POSITION SUMMARY:

In accordance with established procedures, policies, and available tools, the Retention & Base Specialist is responsible for handling inbound and outbound customer interactions in a timely and professional manner. This role focuses on maintaining and growing the existing customer base by resolving inquiries, performing account modifications, and handling requests to downgrade or disconnect services.

The mandate is to maximize retention and revenue opportunities through strong negotiation and sales skills, ensuring an optimal level of quality customer service. The incumbent must be flexible, balancing multiple tasks—including billing resolution, D2D fulfillment, and save opportunities—while consistently meeting KPI targets. As business needs require, the specialist may be cross-trained to provide backup for other sales or billing teams.

KEY RESPONSIBILITIES

• Handle requests to downgrade or disconnect services due to competition, price, or technical issues. Use negotiation and value-based sales skills to "save" customers and reinforce the benefits of remaining with the company.
• Respond to inbound phone inquiries and execute outbound campaign activities. Identify customer needs to proactively promote, up-sell, and retain customers while accurately processing all resulting orders.
• Effectively resolve reasons for contact including billing inquiries, rescheduling orders, seasonal changes, TN transfers, account merges, and modifications. Responsible for all D2D fulfillment requirements.
• Efficiently troubleshoot and resolve escalated customer inquiries for all systems. Provide sincere and empathetic support while offering customized solutions to resolve complaints.
• Frequently review competitor information and offers to provide accurate comparisons to customers. Escalate major market changes or aggressive competitor offers to the Supervisor.
• Follow all billing procedures and the credit matrix when applying credits or debits to customer accounts. Ensure all transactions are processed only as necessary and documented accurately.
• Actively participates in corporate 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. 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.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

• High school diploma required. 
• Post-secondary education preferred

WORK EXPERIENCE

• Minimum 1-3 years’ experience in a retention, sales and customer service environment preferably in the call center industry required - B2B preferred.

SPECIFIC COMPETENCIES

• Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
• Demonstrated interpersonal skills with a winning customer service attitude and professional phone and digital communication etiquette.
• Detail oriented with the ability to analyze and troubleshoot customer issues.
• Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
• Open to change with a learning attitude towards work and to contribute to teams.
• Prior inbound and outbound sales and/or telephone sales experience is required. Basic accounting knowledge is an asset.
• Must have previous experience working PCs and demonstrated navigation abilities within a Windows/Microsoft Office environment.
• Experience with Salesforce and Remedy considered an asset
• General understanding of broadband, telecom, cable and internet industries is an asset.

PHYSICAL DEMANDS AND VISUAL ACUITY

• n/a

At Cogeco, diversity is an essential asset to our organisation’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.  

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at [email protected]