Specialist, Retention

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:

Job Description :

Work From Home 

About Our 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).

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:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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: Position must be in the Breezeline footprint: Connecticut, Delaware, Florida, Pennsylvania, Ohio, Maine, Maryland, New Hampshire, South Carolina, Virginia, and 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

Location :

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 inclusion@cogeco.com