About Company
Cogeco Connexion is Canada’s second-largest cable operator, operating in Quebec and Ontario under the Cogeco Connexion brand name, and in the United States under the Atlantic Broadband brand name. We provide residential and business customers with Internet, video, and telephony services through our powerful fibre network. For over 60 years, Cogeco has been committed to connecting communities, enriching lives, and delivering exceptional customer experiences. We are a dynamic, innovative company dedicated to fostering a diverse and inclusive workplace where every team member can thrive and contribute to our shared success. At Cogeco, we believe that our people are our greatest asset, and we invest in their growth, development, and well-being. Join a company that puts people first and provides opportunities to build a rewarding career.
Job Description
Are you passionate about helping people and eager to kick-start your career in a dynamic, customer-focused environment? Cogeco Connexion is actively seeking enthusiastic and dedicated Customer Service Representatives to join our growing team in Hamilton, Ontario. This is an incredible opportunity to be the friendly voice and helpful face of our company, providing essential support to our valued customers. As a Customer Service Representative, you will be on the front lines, engaging directly with customers via phone, chat, and email to resolve inquiries, troubleshoot technical issues, explain service options, and ensure a positive experience with every interaction. We are looking for individuals who are natural problem-solvers, possess excellent communication skills, and genuinely enjoy connecting with others. You’ll play a crucial role in maintaining our reputation for outstanding service, contributing directly to customer satisfaction and loyalty. If you’re ready to learn, grow, and make a real impact, we invite you to apply and become a vital part of the Cogeco Connexion family. We offer comprehensive training, a supportive work environment, and clear pathways for career advancement within our diverse organization. Join us and help connect communities across Ontario! This role requires a commitment to customer satisfaction and the ability to adapt to a fast-paced work environment, ensuring that every customer interaction reflects our commitment to excellence.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries regarding Cogeco's Internet, TV, and phone services.
- Actively listen to customers to understand their needs and provide accurate, timely, and effective solutions.
- Diagnose and troubleshoot basic technical issues with service connectivity and equipment.
- Explain billing statements, service features, and promotional offers clearly and concisely.
- Process service requests, account changes, and provide account information with a high degree of accuracy and privacy.
- Document all customer interactions and resolutions thoroughly in our CRM system.
- Adhere to company policies and procedures, ensuring compliance with service standards and regulatory requirements.
- Identify opportunities to upsell or cross-sell additional services and products that meet customer needs.
- Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience.
- Continuously learn about new products, services, and system updates to maintain expertise and provide up-to-date information.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency in navigating computer systems and multiple applications simultaneously.
- Ability to work effectively in a fast-paced, high-volume call center environment.
- Demonstrated empathy, patience, and a positive attitude when dealing with customer concerns.
- High school diploma or equivalent.
- Availability to work flexible shifts, including evenings, weekends, and holidays.
- A commitment to delivering exceptional customer service and fostering positive customer relationships.
Preferred Qualifications
- Previous experience in a customer service, call center, or retail environment (6+ months).
- Familiarity with telecommunications products and services.
- Post-secondary education or college diploma in a related field.
- Bilingualism (English/French) is considered a valuable asset.
- Experience with CRM software and ticketing systems.
Perks & Benefits
- Competitive hourly wage with opportunities for performance-based incentives.
- Comprehensive health, dental, and vision benefits package.
- Generous paid time off and holiday schedule.
- Employee discounts on Cogeco services.
- Robust training and professional development programs.
- Opportunities for career growth and advancement within the company.
- Supportive and inclusive work environment.
- Employee wellness programs.
- RRSP matching program to help you plan for your future.
How to Apply
If you are excited about connecting with customers and building a rewarding career with a leading telecommunications company, we encourage you to apply today! Please click on the application link below to visit our careers page. Search for ‘Customer Service Representative’ in Hamilton, Ontario, and submit your resume and cover letter directly through our portal. We thank all applicants for their interest, but only those selected for an interview will be contacted.