About Company
Cogeco is a leading telecommunications and media company, deeply rooted in the communities we proudly serve across Canada and the United States. With over six decades of expertise, we’ve built a reputation for connecting people and businesses with advanced internet, television, and phone services, as well as robust business solutions. Our commitment extends beyond technology; we prioritize fostering a culture of innovation, exceptional customer service, and significant community involvement. At Cogeco, we believe in empowering our employees, offering a dynamic and supportive work environment where every team member is encouraged to grow, learn, and contribute to our shared success. Join us and be part of a company that values integrity, collaboration, and a relentless pursuit of excellence in connecting our customers to what matters most.
Job Description
Are you a master of empathy with a knack for swift, clear communication? Do you thrive in a fast-paced environment where you can make a real difference for customers from the comfort of your home? Cogeco is seeking an enthusiastic and dedicated Customer Support Representative specializing in remote chat interactions to join our dynamic team. In this pivotal role, you will be the friendly and knowledgeable point of contact for our valued customers, providing exceptional support and resolving inquiries through live chat. Your day will involve expertly navigating a variety of customer questions, ranging from troubleshooting technical issues with internet and television services to assisting with billing inquiries, account changes, and service upgrades. This position demands someone who is not only tech-savvy and quick to adapt to new systems but also possesses an innate ability to connect with customers through written communication, understanding their needs, and resolving problems efficiently and accurately. We are looking for self-motivated individuals who are highly organized, capable of managing multiple chat conversations simultaneously, and committed to maintaining a high level of professionalism and customer satisfaction. This is an exciting opportunity to contribute to a leading telecommunications company, working remotely to deliver top-tier customer service and enhance the Cogeco experience for all our users across various platforms.
Key Responsibilities
- Engage proactively with customers via live chat to provide comprehensive support for inquiries related to internet, TV, and phone services.
- Diagnose and troubleshoot technical issues, guiding customers through clear, step-by-step solutions with patience and clarity.
- Accurately address billing inquiries, process payments, and assist customers with account management and service modifications.
- Educate customers on product features, service plans, and current promotional offers, ensuring they understand the value we provide.
- Document all customer interactions, feedback, and resolutions meticulously in the CRM system to ensure accurate record-keeping.
- Collaborate effectively with internal teams, including technical support and billing departments, to escalate complex issues and ensure timely resolution.
- Maintain a consistently high level of customer satisfaction through professional, empathetic, and efficient service delivery.
- Adhere strictly to company policies, procedures, and established service level agreements (SLAs) for chat support interactions.
Required Skills
- Minimum of 6 months of experience in a customer service role, with a strong preference for remote or chat-based support environments.
- Exceptional written communication skills, demonstrating strong grammar, spelling, and punctuation in English.
- Proficiency in navigating multiple software applications and CRM systems simultaneously while maintaining efficiency.
- Strong problem-solving abilities and a keen attention to detail, with a knack for critical thinking.
- Ability to work independently and manage time effectively in a self-directed remote setting.
- Comfortable with technology and possesses a quick aptitude for learning new systems and product offerings.
- High school diploma or equivalent is required.
Preferred Qualifications
- Post-secondary education in a relevant field such as communications, business, or information technology.
- Prior experience within the telecommunications industry or a related technical support role.
- Bilingualism (English/French) is considered a significant asset for supporting our diverse customer base.
- Familiarity with Salesforce or similar customer relationship management (CRM) platforms.
Perks & Benefits
- Competitive hourly wage with opportunities for performance-based incentives and bonuses.
- Comprehensive health, dental, and vision benefits package designed for your well-being.
- Robust opportunities for professional growth and clear career advancement paths within Cogeco.
- Exclusive employee discounts on Cogeco services, keeping you connected.
- Generous paid time off and holiday pay to support work-life balance.
- A supportive, inclusive, and collaborative remote work environment.
- Access to ongoing training, professional development programs, and e-learning resources.
How to Apply
Ready to connect with a career that excites you and make a tangible impact? Click on the application link below to submit your resume and a compelling cover letter. Tell us why your exceptional communication skills, technical aptitude, and passion for customer service make you the perfect fit for Cogeco’s remote chat team. We look forward to reviewing your application and potentially welcoming you aboard!