Headquartered in Montreal, Cogeco Cable Canada Inc. is a diversified communications company that plays an active role within the media, cable, and high-speed Internet services distribution market sectors in Quebec and Ontario. Customer focus, team spirit, communication and entrepreneurship make Cogeco a truly dynamic company with a track record of proactively meeting customers¿ evolving communications needs.
POSITION SUMMARY : In accordance with established policies, procedures and service principles, the incumbent is responsible for promoting and selling products and services offered by the Company so as to bring current and potential customers to select Cogeco as their sole supplier of home Cable TV, Internet and Telephony services over any other competitor. The incumbent places a major focus on providing efficient and friendly service to customers who visit the Cogeco storefront. The duties include but are not limited to: actively promoting Company products and services at every opportunity, identifying sales opportunities, and providing an optimal level of professional service to all customers regarding billing, sales, equipment rental and general inquiries.
KEY RESPONSIBILITIES
1. Actively promotes Cogeco products & services. Effectively interacts with customers regarding billing inquiries, equipment problems, etc.; carefully listens to current and prospective customers' requests; and escalates issues as required. Provides professional services and solutions to meet customer needs. Schedules and inputs order requests.
2. Delivers outstanding customer services that will entice customers to select Cogeco as their sole supplier of choice for Cable TV and Internet services. Highlights the advantages of cable television and Internet access services.
3. Makes every effort to retain customers who express their wish to cancel their subscription or reduce their level of service. Is upfront in all his/her dealings with customers. Is proactive, sincere and empathetic when responding to customers' questions or issues.
4. Issues and accepts return of equipment. Manually completes work orders and files same daily, inputting into ITC. Inputs notations on customer accounts for collections.
5. Processes customer payments for equipment and services in accordance with existing Cogeco policy, which may include credit or debit card, or PAP methods. Resolves problems related to PAP requests from customers and banking institutions.
6. Processes system-wide refunds. Confirms accurate totals with Cogeco processed cheques. Processes stale-dated cheques. Files and matches manual refunds.
7. Performs other duties and/or projects as assigned.
8. As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. 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.
9. To support Cogeco's ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers' needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer's needs.
ESSENTIAL QUALIFICATIONS
ACADEMIC TRAINING
· High School Diploma required. Post secondary education a strong asset.
WORK EXPERIENCE
· Minimum 1-2 years customer service and retail sales experience.
SPECIFIC COMPETENCIES
§ Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
· Solid interpersonal skills and customer focus. As an ambassador of Cogeco, demonstrates a high level of professionalism (i.e. demeanour, presentation) and a winning customer service attitude.
· Highly organized and detail oriented with the ability to identify, analyze, troubleshoot, resolve and/or escalate customer inquiries or 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.
· Basic accounting knowledge is an asset.
· Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment.
· Prior experience and knowledge of ITC system an asset.
· General understanding of cable, Internet and telecom industries is an asset.
PHYSICAL DEMANDS AND VISUAL ACUITY
· Considerable amount of time standing and occasional lifting (at least 20 lbs) is required.
Make your next career move count!
Please forward your résumé online to careers@cogeco.com Quoting job title # SAF10-02 in the subject line of the email.
We thank all applicants for submitting their résumé, however, only those selected for an interview will be contacted.
Cogeco Cable Canada LP is committed to the principles of equal access to employment and therefore offers equal job opportunities to all.
- Location: Oakville Place
- Compensation: 11.60/hr plus monthly commissions
- This is a part-time job.
- This is a contract job.
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.