Retention Specialist

Cogeco Connexion

. Handle inbound and outbound inquiries from customers requesting to downgrade or disconnect Cogeco services .

Posted 9/24/2026full-timeBurlington • CanadaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on retention and sales, utilizing negotiation and problem-solving abilities to resolve inquiries effectively. Proficient in managing customer relationships and meeting performance targets in a fast-paced call center environment.

Highest-signal resume keywords

Customer Service SkillsRetention and Sales ExperienceFirst Call Resolution SkillsNegotiation SkillsGoogle Suite Applications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryBilling ProceduresTroubleshootingKPI AchievementCall Center Experience

Soft Skills

Professional Interpersonal SkillsDetail-OrientedSelf-MotivatedStrong Communication SkillsOpen to Change

Tools & Technologies

Google SuiteWindows Environment

Certifications & Qualifications

High School Diploma

Industry Keywords

BroadbandTelecomCableInternetTelemarketing

About the role

Key responsibilities & impact

Handle inbound and outbound inquiries from customers requesting to downgrade or disconnect Cogeco services
Maximize retention and sales opportunities using negotiation and sales skills
Resolve customer issues and provide timely, professional customer service
Build customer loyalty and value-based relationships
Call outbound customer lists to maximize retention and sales opportunities
Offer customized solutions and options to retain and acquire customers
Promote and upsell Cogeco products and services and process orders
Research competitor information and offers and communicate Cogeco’s advantages
Escalate major market changes or offers to the Supervisor
Resolve billing inquiries and service discrepancies, following billing procedures and the credit matrix
Troubleshoot and resolve escalated customer inquiries across systems
Meet or exceed departmental quality and KPI targets
Assist with departmental requests and special projects
Support customer, co-worker, health, safety, and workplace needs

Requirements

What you’ll need

High School Diploma required
Post-secondary education preferred
Minimum 1 year of experience preferred
Minimum 1–2 years of previous experience in a call center environment preferred
Proven customer service skills
Superior first call resolution skills
Performance at a high standard and consistently meets all KPI expectations
Strong written and verbal communication skills
Prior retention, sales, and telemarketing experience coupled with strong negotiation skills preferred
Detail-oriented with the ability to analyze and troubleshoot customer issues
Self-motivated with the ability to take initiative and resolve problems independently
Professional interpersonal skills and a winning customer service attitude
Open to change with a learning attitude and willingness to contribute to teams
Experience in Google Suite applications is an asset
Previous experience working with PCs and demonstrated navigation abilities within a Windows environment
Data entry experience is an asset
General understanding of broadband, telecom, cable, and internet industries is an asset
Flexibility to work rotating shifts in a 24/7 environment, including days, evenings, weekends, and general holidays
Must comply with company health and safety instructions, guidelines, policies, and procedures

Benefits

Comp & perks

Flexible work arrangements, including working from a home office and 2 days per month in the Burlington, ONT office
Discounted Cogeco services at home
Attractive compensation packages
Benefits coverage
Career development tools and opportunities
Professional development
Health and well-being support
Accommodation support during the recruitment process