entry level sales representative

retention specialist

entreposeur

manager

technical support specialist

Cogeco

When you start at Cogeco you will start off in Billing/Loyalty.  Training was in depth and fun and gave you a really good start with the company and lots of support! I have to say the training that Cogeco provides is top notch and truly the best part of the company!  Sadly this is where it ends at least in my personal experience. I had some personal issues that I was dealing with shortly after I started and at first I was very happy to see the support I received from my supervisor.  I ended up having to take a short leave and when I returned they provided me time to get caught up on what has changed which was great and also allowed me to sit with others to hear there calls.  Once I was on my own and "back to normal" I noticed that my once supportive supervisor was seeming not so supportive and pressured me into moving on to retention when I didn't feel I was ready as I just returned. I went on to retention and the job is ok but you really have to be great at convincing customer's to stay and if your numbers are down you supervisor lets you know it. Customer's tend to be very upset on either side either due to waiting to speak to someone, being bounced around, being looped around in the IVR trying to get to the department they need, high cost's of there bill or just constant service issues. I have been in Customer Service long enough to know you can't make everyone happy but I feel Cogeco doesn't listen to there employees suggestions to try and eliminate some of the customers frustrations.  Sadly I wish I never started working here and I'm sorta stuck working here as there are so many people looking for work and not enough people hiring. If I was you unless your incredibly desperate don't waste your time and look for a job somewhere else. 

Most days are hectic due to lack of staff, many calls in queue, stressful environment, extreme micromanaging, unrealistic goals and expectations, very competitive, putting everyone on a rat race. Supervisors constantly try to control you and scold you like to a teenage.
Feedbacks and Coaching sessions are brain draining, you are expected to just listen, agree and accept that you are never good enough and just simply say 'Yes Boss'.
Customers are not too bad, salary is also decent but Supervisors and Management is very insensitive, they will keep picking on you, pressurizing you to perform for no reason, try to find faults in you which would adversely affect your overall productivity. You will be under surveillance during your entire shift and every single minute of your shift is monitored as if you are some mischievous child and you will be bombarded with toxic feedbacks and will be accused for doing time theft, having lack of ownership or work ethics and will to make you feel so miserable about yourself.
Supervisors always shows distrust in you, judge you, embarass you and blame you for very silly things in the name of standards, procedures and policies. 
Supervisors and Managers have their Favorites that could do No Wrong. No matter how hard you try and how well you perform it's never enough if you don't belong to that List Of Favourites.
You will find everything exciting in the beginning of your training but as you move ahead and over a period of time you will be left exhausted, lose your self-confidence and self-esteem. 
This Place Is Not Worth Anyone's Mental Health and Well-being. Period!

The employees of Cogeco Connexion are exploited and forced to follow unfair regulations that indulge in the idea of ‘revenue-in’ and ‘customer retained’ business strategies. Employees are given scripts to follow that ‘optimize revenue’ and are expected to ask household questions to retain every customer possible. Seemingly a fair and crucial job role in a company, Cogeco capitalizes on this role while paying its employees the bare minimum. Cogeco Connexion continues to change bonus and pay structures to increase business revenue while providing a stressful and anxiety-filled work environment for its employees. During my time at Cogeco Connexion, the bonus structure and pay structure has been adjusted 2 times; with new contracts given to existing employees. As an individual with many costs (like any other person), this inconsistency makes day-to-day budgeting difficult and anxiety-filled. Be it any role at Cogeco Connexion, the company is consistent in their hostile work environment with supervisors and upper-management that lack the emotional-management capabilities to run a corporation. Rather than optimizing human capital, Cogeco drives away long-term employees through their policies and capped pay structure. With a mix of bad management, less than mediocre pay, and anxiety filed work environment, Cogeco is the last place anyone should be working. My personal decision to continue working at Cogeco Connexion has affected my mental health inside and outside of work. This is not a job I suggest for anyone other than upper-management (who are the only people benefiting from this company).

I initially began my role in Billing and found it very fulfilling. However, my experience changed when I faced a mental health crisis and needed to take time off. Upon my return, I found that many things had changed, and it took me some time to get back up to speed. I was grateful for the support and understanding I received during this transition period.

Over time, however, I began to feel that my supervisor in Billing was less understanding of my ongoing challenges, despite my continued efforts to manage my mental health. Some comments made by her led me to question whether this organization is the right fit for me. As mental health is a critical aspect of overall well-being, I believe it is important for employers to foster a supportive and empathetic environment.

As a result, I am currently exploring new opportunities. I believe that the company could benefit from further training in mental health awareness, as well as guidance on how to effectively communicate with and support employees facing mental health challenges.

While I’m happy to be on a new team, I can’t help but reflect on my experience with my previous supervisor, which ultimately played a significant role in my decision to explore new opportunities. The job itself is high-stress, with a heavy focus on reports, and the pressure to be one of the top retention agents can be overwhelming. If you don’t meet these expectations, it feels like you’re constantly falling short, which can create a frustrating work environment

Management at Cogeco has always been a revolving door.  There was a time when Cogeco was very good but it slowly deteriorated.   It was once a community based company and now it's more of a stock pick.  Most who work their have just accepted it.  If they got let go, it would be devastating for them as they never built any new skills.   Some of those that have been let go have had a very hard time finding work.   The call centre and field operations are the big hiring areas.   The call centre is a gossip infested place.  Many have relationships with each other and marriages have been broken.  The last time Cogeco was good was around 2015.  There was a massive layoff in 2016 which got rid of some great leaders and very good management staff.  They were replaced with sub-par individuals and cast off team leads.   Engagement was at a very low point and only is good now because they get to work from home.

Logic would have it that they shift everything over to Quebec to reduce costs.   They can easily do this and it's dated design to have a call centre and field services is very apparent.  Their new forced on employee IPTV is just too late.   Furthermore, who orders VOD yet the area is heavily bloated with individuals doing next to nothing.   The only thing I liked at Cogeco is no more.

A typical day at work revolves around answering technical support calls ranging from home phone, tv and internet for a majority of your 8 hour shift. 

You learn how to multi-task very quickly or you will not last with the company. They have pretty strict guidelines to be met in regard to length of phone calls and customer service. 

Management is friendly and nice enough, but everything comes down to money. Therefore, the lower employees get short changed.
 
The workplace culture isn't the best but really how can you expect it to be? The tv industry is a sinking ship and all the big companies are losing money. All the employees are nice and friendly. Your supervisors are great too.

The hardest part of the job is dealing with the customers on a day-to-day basis. In general 95% of the customers are great and very respectful. The other 5% are the ones you have to tolerate. You can't let them bring you down or you will be miserable for the rest of the day. 

The most enjoyable part is helping people fix their problems. The sheer amount of joy people have fixing a simple tv and internet problem almost makes it rewarding enough to work here.

My position involved entering and accessing data in Excel reports for the MSPS team.  The reports consist of reporting all MSPS inbox activities and rejections received.  Ensuring orders were ready for the day; we also receive a report that consists of all digital boxes going out to customers by mail.  
My position as a MSPS member is to process new numbers, ports, moves, change request and port outs.  We receive emails to follow up on orders some of these requests may be to fix an order, setup a message or complete the phone install.  My responsibilities also include escalating an order for SCA or other departments.  Other responsibilities included fixing and checking orders in our MOP and QA tool.  This entails checking accounts to find out if a phone form was sent, contacting the customer, sending an update and at times fixing the phone order in ITC.
  My other responsibilities also included activating digital boxes, processing tier changes and urgent provision requests and provisioning modems. Other jobs on the MSPS team may also include contacting the City to verify and address. We use Canada Post and 411 to ensure the information sent to Telus is accurate.

I am currently responsible for investigating customers in trying to find linked debt. I have learned a lot in this position in that it has made me less judgemental and has increased my compassion. It can be very frustrating at times but over the years, I have learned how to deal with extremely irate customers professionally and have made it my goal to ensure good customer experience. I would say the hardest part of this job is learning to not take it personally when customers call in cursing and calling you names but I have also learned when to recognize when a customer is just making excuses and how to firmly but compassionately bring them back to the issue at hand and make arrangements for payment on their account. The most enjoyable part is the people I work with. I do like to be sociable and I work with a fantastic team. I find that management should be more engaged in the team and making employees take accountability for their actions, but overall I'd say we have a good management team.

The working day was a good challenge. The biggest problem was the lack of experience from some of the upper management. All that have been requested by the management was achieved with a big success by all project management team. Since the beginning the only problem was the non involvement of the Project Management Team in both subcontractor meetings. Many decisions were taken without paying attention to the feedback given by our team. 
Nevertheless I have learned a lot in what concerns the subcontractor control and some actions needed to be taken to achieve that.. Communication Management was one of the problems of the project and split responsibilities that should be strictly managed by the PM's were the basis for the project shutdown.
The most enjoyable part of the job was the commitment and cooperation of the subcontractors that worked with me that helped to achieve most of the targets.

What is the best part of working at the company?
The best part of working at the company is the collaborative and supportive culture. Everyone—from leadership to peers—is focused on growth, innovation, and helping each other succeed, which creates a truly motivating environment

What is the most stressful part about working at the company?
The most stressful part of working at the company was the uncertainty about the Mobile Program.

What is the work environment and culture like at the company?
Collaborative and supportive culture. 

What is a typical day like for you at the company?
A typical day starts with syncing up across Scrum teams to align on project priorities, blockers, and deliverables. I spend a good portion of my time collaborating with cross-functional stakeholders—engineering, product, and client leads—to guide solution design and ensure we’re meeting both technical and business goals.

Top Job Titles	Average salary
Entry level sales representative 7 salaries reported	$81,675 per year
Retention specialist 3 salaries reported	$22.67 per hour
Entreposeur 6 salaries reported	$23.78 per hour
Manager 5 salaries reported	$93,600 per year
Technical support specialist 3 salaries reported	$41,784 per year

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