Specialist, Retention

About Our Company 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 : Work From Home Why Work At Breezeline? As one of the country’s fast-growing Internet service providers, Breezeline offers our colleagues a vibrant workplace culture and excellent career opportunities. As a proudly diverse and inclusive organization, we believe that every person’s unique individuality should be welcomed and celebrated, and their abilities and potential should be honored and recognized. It is a key part of our culture to actively promote opportunities internally to ensure that you are never static in your career with us. About The Job Position Summary Breezeline’s retention team is focused on going above and beyond during each customer interaction, to provide a memorable experience and to surpass customer expectations. The retention team is responsible for engaging and retaining customers requesting to voluntarily disconnect or downgrade services through inbound and outbound efforts by reselling the value of Breezeline products and services. Responsibilities Retain voluntary disconnects through: Customer engagement and going through the discovery process to understand how the current level of services are working for the customer and identify PAIN points where the service might not be meeting current and future needs. Product positioning, reselling a new solution to fit the customers’ current and future needs. Promote advance technology and services that enhance the customer experience; More speed, TiVo, Managed WiFi. Handle customer escalations in an attempt to resolve and retain customer relationships. Proactive retention: Inbound and Outbound outreach to existing customers in old legacy offers to convert into a new offer with advanced products to enhance the customer experience. Reselling a new solution to stay competitive and ensure customers are getting the best experience using our products and service. Exchange old outdated equipment for new equipment. Competitive Intel: Stay up to date and utilize tools provided to understand competitive offers in each market place and help customers compare and to be able to speak to the advantages, value and benefits that Breezeline provides. Quality Customer Experience: Adopt one call resolution; provide solutions and complete follow-up to resolve problems. Communication skills; active listening skills and the ability to communicate in a professional and positive manner. Attention to detail; adopts detailed procedures and policies to ensure accuracy when placing orders and communicating advice to customers. Enthusiastic about promoting current products and services. Other duties may be assigned. Qualifications Education and/or Experience: High school diploma or general education degree (GED) Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Computer Skills: To perform this job successfully, an individual should have knowledge of Database software; Internet software and Word Processing software. Certificates, Licenses, Registrations: None. Other Skills and Abilities: Experience in Customer Billing Relations Management (CRM) preferred. Other Qualifications: None. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision and ability to adjust focus. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Locations Connecticut Delaware Florida Pennsylvania Ohio Maine Maryland New Hampshire South Carolina Virginia West Virginia Available Benefits Competitive salary Medical coverage (including prescription and vision plans) Dental coverage Life Insurance (1x salary at no cost to employee) Long and short-term disability insurance (no cost to employee) Voluntary employee, spousal, and child life insurance Company-recognized Holidays with additional Floating Holidays Paid Time Off (PTO) programs Comprehensive Flex Work Policy 401(k) plan eligibility (company match 50% up to 5% of eligible contributions) Participation in the Employee Bonus Plan Participation in the Cogeco Stock Purchase Plan Complimentary and discounted broadband services (for those in our service area) Tuition Reimbursement Opportunities for LinkedIn Learning subscriptions for select colleagues For candidates whose primary place of work will be in Massachusetts, the expected salary range for this specific position is $15.00. For candidates whose primary place of work will be in Maryland, the expected salary range for this specific position is $15.00. For candidates whose primary place of work will be in Maine, the expected salary range for this specific position is $15.00. For candidates whose primary place of work will be in Virginia, the expected salary range for this specific position is $15.00 For candidates whose primary place of work will be in Cleveland, OH, the expected salary range for this specific position is $15.00. Location : Leonardtown, MD Company : Breezeline 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 View email address on click.appcast.io Rooted in the communities it serves, Cogeco Inc. is a growing competitive force in the North American telecommunications and media sectors, serving 1.6 million residential and business subscribers. Its Cogeco Communications subsidiary provides Internet, video and phone services in Canada, and in thirteen states in the United States under the Cogeco Connexion, oxio and Breezeline brand names. Through Cogeco Media, it owns and operates 21 radio stations primarily in the province of Québec as well as a news agency. Cogeco's subordinate voting shares are listed on the Toronto Stock Exchange (TSX: CGO). The subordinate voting shares of Cogeco Communications Inc. are also listed on the Toronto Stock Exchange (TSX: CCA). #J-18808-Ljbffr Cogeco Inc.