Representative, Customer Care- Front Counter

About the role

Customer Care Representatives working Breezeline front counters are the face of our team. They are personal experts providing direct customer care whether taking a payment, issuing equipment, assisting with questions on customer's bill, have service issues or are looking to add digital cable, digital home phone or internet services. If you are a pro at building relationships, have a desire to keep up with the latest technology and gadgets, and like to work in a team environment, this career is for you.

Responsibilities

• Handle complaints concerning billing or services rendered, referring complaints of service failures to designated departments to seek resolution.
• Achieve proficiency in providing customer support for service complaints within a required time frame.
• Answer questions regarding services and products; receive telephone calls from cable customers to discuss billing questions and service concerns.
• Handle customer needs and promote cable services to existing and new customers with tact and courtesy.
• Place new installation orders, service orders for disconnects and service changes generated from the customer.
• Responsible for researching customer complaints and processing billing adjustments by inputting credits or other adjustments into the computer records for customer accounts.
• Handles customer calls via phone or in person and receives orders for installation, turn on, discontinuance, or change in service.
• Solicits sale of new or additional services.

Qualifications

• One year customer facing experience
• Cash, Check, Credit Card payment and handling experience
• One year call center/customer care or other related customer contact experience preferred
• Basic computer/keyboarding skills.
• English/Ability to speak fluent Spanish

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

Supervisory Responsibilities

This Position Has No Supervisory Responsibilities.

Location

Concord, NH