Specialist, Retention

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. 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 a vibrant workplace culture and excellent career opportunities. We believe that every person’s unique individuality should be welcomed and celebrated, and their abilities and potential should be honored and recognized. We actively promote opportunities internally to ensure career growth.

About The Role

Breezeline’s retention team is focused on going above and beyond during each customer interaction to provide a memorable experience and surpass customer expectations. The team engages and retains 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 current service usage and identify pain points.
• Resell new solutions to fit customers’ current and future needs through product positioning.
• Promote advanced technology and services (e.g., higher speed, TiVo, Managed WiFi) to enhance customer experience.
• Handle customer escalations to resolve and retain customer relationships.
• Conduct proactive retention through inbound and outbound outreach to convert customers from legacy offers to new, advanced products.
• Exchange outdated equipment for new equipment.
• Stay updated on competitive offers in each marketplace and communicate Breezeline’s advantages, value, and benefits.
• Adopt one-call resolution to provide solutions and complete follow-ups.
• Demonstrate strong communication skills, active listening, and professionalism.
• Follow detailed procedures and policies to ensure accuracy in order placement and customer advice.
• Other duties as assigned.

Qualifications

• High school diploma or general education degree (GED).
• Ability to read, comprehend, and write simple instructions and correspondence.
• Ability to present information effectively in one-on-one and small group settings.
• Basic mathematical skills (addition, subtraction, multiplication, division).
• Ability to apply common sense to carry out instructions and solve problems involving concrete variables.
• Knowledge of database software, internet software, and word processing software.
• Experience in Customer Billing Relations Management (CRM) preferred.

Physical Demands

• Regularly required to sit, 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 the ability to adjust focus.

Work Environment

• Moderate noise level in the work environment.

Locations

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

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.

Pay

For candidates whose primary place of work will be in Massachusetts, Maryland, Maine, Virginia, or Cleveland, OH, the expected salary range for this position is $15.00 per hour.