Hybrid Retail Associate

Job title: Hybrid Retail Associate

Job description: 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 and dedicated.

Time Type: Regular

Job Description :

POSITION SUMMARY:

The successful candidate is responsible for promoting and selling products and services offered by Cogeco while working from the Cogeco Storefront supporting the contact center as well as in person inquiries within 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.

OVERALL KEY RESPONSIBILITIES

Delivers an exceptional customer experience through face to face customer interaction within the storefront environment exhibiting empathy, proactiveness and sincerity when responding to customers’ questions or challenges.

Highlights the features and benefits of all Cogeco services through product demonstrations with confidence and enthusiasm to entice customers to select Cogeco as their sole provider of Cable TV, Internet and phone services.

Actively focuses on selling, upgrading and promoting Cogeco products & services within both a Storefront & Contact Center setting

Offers customized solutions and options while responding to questions or concerns that are raised about Cogeco’s products.

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.

Responsible for asset management: returns, exchanges, distribution of all Cogeco equipment while at the storefront

Assists 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.

ESSENTIAL QUALIFICATIONS

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

SPECIFIC COMPETENCIES

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, presentation) and a winning customer service attitude.

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 VISUAL ACUITY

Considerable amount of time standing and occasional lifting (at least 20 lbs) is required at the storefront.

At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

Location : Sarnia, ON

Company : Cogeco Connexion Inc

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at

Click Here to Apply

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