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About the Role

This role focuses on retaining SMB customers by communicating product value, identifying upsell and cross-sell opportunities, and resolving customer inquiries and complaints regarding rates, bills, services, policies, and practices. The position involves handling customer requests, managing overdue bills, and performing clerical work to support customer agreements.

Responsibilities

• Receives and handles business customers’ requests over the telephone, in person and by mail, for orders to install, change or remove items of service and equipment.
• Refers requests requiring a premise visit or those beyond their scope.
• Makes recommendations for services and sells items of service and equipment when appropriate.
• Discusses, investigates, and resolves customer inquiries and complaints regarding rates, bills, services, policies, and practices.
• Contacts customers by telephone or written notice about overdue bills, makes decisions regarding payment arrangements and extensions of time.
• Performs clerical work necessary to carry out agreements with customers.
• Maintains basic files including records of customers’ equipment, bills, and credit information.
• Prepares local service orders, including those involving complex services and associated key worksheets for company-negotiated accounts.
• Handles referred calls as required.
• Issues Local Service Request/Access Service Requests to ILEC’s via their graphical user interfaces.
• Manages receipt of Firm Order Commitments, Jeopardies, and Service Order Completion notices.
• Issues LSR’s to ILEC’s for suspends/restoral/disconnects for non-paying customers.
• Turns potential losses into "saves" by communicating product value.
• Actively identifies upsell and cross-sell opportunities.
• Conducts deep-dive account research while maintaining an engaging, empathetic live conversation with a customer.
• Deals with customers patiently, tactfully, and effectively, especially when handling escalated or frustrated clients.
• Navigates complex CRM and billing systems smoothly.
• Performs additional duties and tasks as required to support the evolving needs of the business.

Requirements

• Satisfactory performance rating in present job.
• Satisfactory attendance record in present job.
• Business Service Center: 7 1/2 hours per day, 37 ½ hours per week.
• Residence Service Center: 7 1/2 hours per day, 37 ½ hours per week.
• Consult the updated Working Hours(Coml. & Mktg.2.02) section of the CBA (Collective Bargaining Agreement) for additional details regarding basic work week and scheduling.
• Supervisors may periodically monitor telephone contacts with customers or other contacts with customers involving the transaction of company business.
• Overtime-occasional.
• Associate-Customer Service Specialist
• Customer Clerk
• Customer Specialist
• Final Accounts Legal Clerk
• Sales Associate
• Service Order Clerk
• Service Order Reviewer
• Service Order Specialist
• Service Representative
• Service Representative-Business
• Service Representative-CMC
• Service Representative-NSC
• Service Representative-OCC
• Service Representative- Public Communications Services
• Service Representative-Residence
• Service Representative-Systems
• Service Representative – Woodbury
• Uncollectible Accounts Legal Assistant
• On The Job
• High School Degree or equivalent.
• Formal instructions of approximately six (6) to fourteen (14) weeks.
• On-the-job instruction as required.
• Size of office and work groups varies depending upon location.
• Confined to own desk but moves about office to obtain records and other clerical materials.
• Performs work to meet daily service goals and deadlines designed to measure quality of customer service.
• Ability to turn potential losses into "saves" by communicating product value.
• Proven ability to simultaneously conduct deep-dive account research while maintaining an engaging, empathetic live conversation with a customer.
• Ability to deal with customers patiently, tactfully, and effectively, especially when handling escalated or frustrated clients.
• Experience navigating complex CRM and billing systems smoothly.
• Flexibility to perform additional duties and tasks as required to support the evolving needs of the business.
• Outstanding communication both verbal and written required.
• Comfort with financial calculations, including proration, credits, and total monthly recurring charges.
• Call Center Experience: Retention / Customer Service / sales experience in a call center environment with proven results.
• Associates or Bachelor’s degree or two or more years of relevant work experience.

Skills

• Customer Service
• Sales
• Upsell
• Cross-sell
• Communication
• Problem-solving
• Clerical work
• File maintenance
• CRM systems
• Billing systems
• Financial calculations
• Proration
• Credits
• Total monthly recurring charges
• Analytical Acumen
• Call Center Experience
• Retention
• Multi-Tasking

Location

• Work-From-Home
• New Haven, CT
• Meriden, New Haven, New London

Work Type

• Work-From-Home
• Full-time

Experience Level

• None
• Two or more years of relevant work experience

Education Level

• High School Degree or equivalent
• Associate's degree
• Bachelor's degree

Salary/Compensations

• $1457.77 Bi-Weekly Min
• $3401.70 Bi-Weekly Max

Benefits

• Formal instructions of approximately six (6) to fourteen (14) weeks.
• On-the-job instruction as required.

About the Company

• Connecting communities is at the heart of what we do.
• We are committed to building a team that reflects the communities we serve.
• If your background and experiences are aligned with our passion to improve digital access across America, we encourage you to apply and help us achieve our mission to #BuildGigabitAmerica.

Equal Opportunity

• We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality.
• At this time, we are not sponsoring any Visas.
• Frontier Communications is an Affirmative Action and Equal Opportunity Employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.