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About the Role

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 discovery to understand needs and pain points.
• Resell new solutions to fit customers' current and future needs.
• Promote advanced technology and services like TiVo and Managed WiFi.
• Handle customer escalations to resolve issues and retain relationships.
• Conduct proactive retention outreach to existing customers on legacy offers.
• Resell new solutions to remain competitive and ensure customers receive the best experience.
• Exchange outdated equipment for new equipment.
• Stay updated on competitive offers and articulate Breezeline's advantages.
• Adopt one-call resolution and follow-up to solve problems.
• Utilize active listening and professional communication skills.
• Demonstrate attention to detail in order processing and customer communication.
• Enthusiastically promote current products and services.

Requirements

• High school diploma or general education degree (GED).
• 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.
• Ability to add, subtract, multiply, and divide in all units of measure.
• Ability to apply common sense understanding to carry out instructions.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Knowledge of Database software, Internet software, and Word Processing software.
• Experience in Customer Billing Relations Management (CRM) preferred.
• Regularly required to sit and talk or hear.
• Occasionally required to use hands to finger, handle, or feel and reach with hands and arms.
• Specific vision abilities include close vision and ability to adjust focus.

Skills

• Customer engagement
• Product positioning
• Customer escalations
• Active listening
• Attention to detail
• Professional communication

Location

• Leonardtown, MD
• Connecticut
• Delaware
• Florida
• Pennsylvania
• Ohio
• Maine
• Maryland
• New Hampshire
• South Carolina
• Virginia
• West Virginia

Work Type

• Work From Home
• Full-time

Education Level

• High school diploma or general education degree (GED)

Salary/Compensations

• $15.00 (Massachusetts)
• $15.00 (Maryland)
• $15.00 (Maine)
• $15.00 (Virginia)
• $15.00 (Cleveland, OH)

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

About the Company

• Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve.
• We Are ‘Above And Beyonders’, who consistently strive to surprise and delight our customers by doing the unexpected.
• We continually look for new and better ways to enrich our customers’ lives through connected and memorable experiences.
• As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services.
• Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA).
• As one of the country’s fast-growing Internet service providers, Breezeline offers our colleagues a vibrant workplace culture and excellent career opportunities.
• Breezeline is a proudly diverse and inclusive organization.
• 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.
• 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.

Equal Opportunity

• 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.
• If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at inclusion@cogeco.com