Responsible for handling inbound traffic in store and outbound calls from all Cogeco systems in a timely and professional manner.
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 behaviours as trained.
Promotes and up-sells products and services with both recent 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.
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.
Assist with other departmental requests as required and performs special projects as assigned.
Assist with other storefronts in alternate locations if required.
Requirements
- High school
- Post-secondary education preferred
- Minimum 1-3 years of Sales and Customer service experience
- Strong communication skills (written and verbal)
- Performance at a high standard and consistently meets/exceeds all Key Performance Indicator (KPI) expectations.
- Proven ability to easily build genuine connections with our customers.
- Highly organized and detail oriented with the ability to identify, analyze, resolve and/or elevate customer inquiries or issues.
- Self‑motivated with the ability to take initiative and resolve problems independently.
- Basic accounting knowledge is an asset.
- Demonstrate the ability to navigate between multiple applications while continuing to engage the customer.
- Flexibility required with respect to hours of work as they may be required to work rotating schedules which include and are not limited to days/evenings/weekends/general holidays.
- Prior face to face & outbound sales experience is required.
- Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment.
- Experience in google suite applications is preferred.
Core Competencies
Demonstrates strong sales and customer service capabilities, with a focus on effectively promoting and upselling products and services. Proficient in managing customer inquiries, resolving issues, and maintaining accurate data input across multiple applications.
Highest-signal resume keywords
- Sales Experience
- Customer Service Experience
- Strong Communication Skills
- KPI Performance
- Basic Accounting Knowledge
ATS Optimization Keywords
Hard Skills
- Sales Techniques
- Data Input
- Billing Resolution
- Customer Retention
- Order Management