Hybrid Role: Sales Call Centre and Storefront Associate

June 13 2018
Categories Sales, Business Development, Customer Service, Call Centres, Retail, Telecom Services, Customer service, Store Operations - Associate
Windsor, ON

Description

Position summary

The successful candidate is responsible for promoting and selling products and services offered by Cogeco while working from home supporting the call centre as well as working in the Storefront.  The main responsibility of this hybrid role is to bring current and potential customers to select Cogeco as their sole supplier of TV, Internet and Home Phone services. This role places a major focus on providing efficient and friendly service to customers over the phone and face to face at the storefront.  The duties include but are not limited to: actively promoting Cogeco products and services at every opportunity, identifying sales opportunities, and providing an optimal level of professional service to all customers.

Requirements

ACADEMIC TRAINING

  • High School Diploma required.
  • College Diploma or combination of equivalent education and experience.

WORK EXPERIENCE

  • Minimum 1-3 years sales and customer service related experience.
  • Proven ability to easily build genuine connections with our customers.
  • Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
  • Demonstrates professional interpersonal skills with a winning customer service attitude and etiquette.
  • As an ambassador of Cogeco, demonstrates a high level of professionalism i.e. demeanor and presentation.
  • Highly organized and detail oriented with the ability to identify, analyze, resolve and/or escalate customer inquiries or issues.
  • Ability to represent our brand image in a professional manner over the phone and at the storefront.
  • Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
  • Ability to work independently and within a team environment.
  • Open to change with a learning attitude.
  • Basic accounting knowledge is an asset.
  • Must have previous experience working within a Windows environment.
  • Demonstrate the ability to multitask.
  • Flexibility required with respect to hours of work as the incumbent may be required to work rotating schedules which include and are not limited to days/ evenings/ weekends/ general holidays. Hours may be subject to change as business needs evolve.
  • General understanding of cable, Internet and telecom is an asset.

 PHYSICAL DEMANDS AND WORK ENVIRONMENT

  • Considerable amount of time standing and occasional lifting (at least 20 lbs) is required at the storefront.
  • The Call Centre part of the job will require a quiet work environment preferably with a door that locks to ensure confidentiality, minimal noise, distraction and any conflicting responsibilities during your scheduled work shift.

Responsibilities

OVERALL KEY RESPONSIBILITIES

  • Actively focuses on selling, upgrading and promoting Cogeco products & services.
  • Responsible for meeting sales targets and all key performance indicators
  • Offers customized solutions and options while responding to questions or problems that are raised by the Customer
  • Resolves billing inquiries and service discrepancies. Credits and debits customer accounts. Initiates customer refunds for all systems and submits to supervisor for approval.
  • Schedules and inputs order requests accurately using the necessary tools.
  • Makes all required efforts to retain customers that express their intent to cancel their subscription or downgrade their level of services.
  • Exhibits empathy, is proactive and sincerity when responding to customers' questions or issues.
  • Responsible for asset management: returns, exchanges, distribution of all Cogeco equipment while at the storefront
  • Assist with other departmental requests as required and performs special projects as assigned.
  • 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.
  • 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.
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