Specialist, Commercial Retention and BaseApply: Burlington, ON: Full time: Posted Today: We all want to win for our customers. Each employee is a part of what makes us unique on the market: agile and dedicated.## 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. 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. Actively participates in corporate skills training as well and new procedural enhancements as part of the position requirements.

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 QUALIFICATIONSACADEMIC TRAINING High school diploma required.

Post-secondary education preferred WORK EXPERIENCE Minimum 1-3 years’ experience in a retention, sales and customer service workplace preferably in the call center industry required - B2B preferred. 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.

Monitors own quality of work.

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 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. ## The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. From professional development to personal safety, Cogeco constantly strives to create an setting 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 inclusion@cogeco.

📌 Specialist, Commercial Retention and Base (Burlington)
🏢 Cogeco
📍 Burlington