Retention Specialist

The Retention Specialist is responsible for handling customers’ requests to downgrade or disconnect Cogeco services for competitive reasons, perceived value or price, technical, customer service related issues, and reasons deemed as uncontrollable, etc., using negotiation and sales skills. They effectively resolve customer issues, builds value in Cogeco’s products and services by communicating the advantages and benefits over the competition. In addition, the role involves handling all types of customer calls as required, resolving the reason for the call, and practicing the required sales behaviours. Responsibilities include making outbound calls to maximise retention and sales opportunities, answering customer inbound phone inquiries, offering customized solutions, and upselling products and services. The specialist frequently reviews competitor information, highlights Cogeco product benefits, and resolves billing inquiries.