Retention Specialist

Time Type: Regular

Job Description

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 8th largest Internet provider in the United States, Breezeline provides Internet, TV, Voice, and enterprise business services to more than identical customers across twelve states. Headquartered in Quincy, MA, Breezeline is a wholly‑owned subsidiary of Cogeco Communications Inc. (TSX: CCA).

Position Summary

Breezeline retention team is responsible for engaging and retaining customers requesting to voluntarily disconnect services through inbound and outbound efforts by reselling the value of Breezeline’s products and services throughout the east coast.

You will be working from home; you will be provided with all the equipment you need for success and your broadband services will be fully covered if you live in the Breezeline service coverage area. (You deserve to have our amazing services!)

Hourly rate: $15.00

Rewarding Commission Opportunities

Rotating Shifts

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 of 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• Exchange old outdated equipment for new equipment.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 marketplace 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); or one to three months related experience and/or training; or equivalent combination of education and experience.

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. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Great organizational and time management skills.

Computer Skills: To perform this job successfully, an individual should have knowledge of Database software; Internet software and Spreadsheet software.

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 frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception 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.

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
• Headspace Membership
• Opportunities for LinkedIn Learning subscriptions for select colleagues

Location

Cleveland, OH

Company

Breezeline

Diversity, Equity, Inclusion, and Belonging.

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. 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 inclusiondiversite@cogeco.com