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Client Care Advisor

Location:
Burlington, Ontario, Canada

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Job Description:

At Cogeco, our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious.  We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile, dedicated, problem solvers.

In accordance with established procedures, policies and available tools, the incumbent has the ability to handle incoming and outgoing contacts routed through OMNI platform for commercial contacts, from all systems in a timely and professional manner. The primary responsibility is to maximize the customer experience, handle and resolve, customer inquiries for general and complex billing inquiries handle and resolve second level customer escalations and liase with various internal departments to resolve customer impacting issues while ensuring an optimal level of client experience is provided to our commercial customers.

Job Responsibilities:

  1. Answers customer phone inquiries from Business call centre for all systems. Offers solutions and options while responding to questions or problems that are raised by the client.
  2. Responsible for accurate data input using prescribed applications and processes for all business customers’ add, move, and change requests.
  3. Promotes and up-sells products and services, providing leads to Inside Sales representatives and Account Executives  based on client needs.
  4. Responsible for client second level escalations, submitted by Inside Sales and Client Care team, providing suitable and appropriate options to increase and improve overall client satisfaction.  
  5. Analyses customer requests for locates, burials field checks, and service calls taking appropriate action.  Identifies area-wide service interruptions for all locations and alerts appropriate staff in a timely manner. Follows up with customers as necessary to provide resolution.
  6. Resolves complex and general billing inquiries and service discrepancies.  Credits and debits customer accounts as appropriate while taking ownership of the client concern and responding in an effective and timely manner.
  7. Manages CBS internal inbox, responsible for responding to inquiries in a timely manner and taking appropriate actions
  8. Responsible for any actions and correspondence by way of incoming mail through Canada Post and Inter-Office delivery to the commercial team 
  9. Participates in the outbound campaigns to cbs potential and existing clientele using Five9 platform
  10. Accepts and responds to inquiries through OMNI channel platform including but not limited to: Web chat, SMS text, social media, web forms…etc.
  11. Highlights the features and benefits of Cogeco Business products and services by confidently handling competitive issues with an approach that will incite customers to choose Cogeco as their exclusive service provider. 
  12. Make all required efforts to retain customers that express their intent to cancel their subscription or down grade their services.
  13. Assists with other departmental requests as required and performs special projects as assigned.
  14. 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.
  15. To support Cogeco’s ultimate goal of providing excellent service to current and potential  Business 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.

Job requirements:

ACADEMIC TRAINING
● College Diploma or combination of equivalent education and experience required.
 
WORK EXPERIENCE
● 3  years previous experience in a sales focused call center environment 
● Proven customer service skills, superior first call resolution skills.
● Demonstrated knowledge of Cogeco Process and internal procedures 
● Performance at a high standard and consistently meets all KPI expectations 
 
SPECIFIC COMPETENCIES
● Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
● Demonstrated interpersonal skills with a winning customer service attitude and professional phone etiquette.
● Detail oriented with the ability to analyze and troubleshoot customer 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.
● Prior 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 environment. 
● General understanding of broadband, telecom, cable and internet industries is an asset.
● Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts in a 24/7 environment including days, evenings, weekends and general holidays.  Hours of work are subject to change as business needs evolve.