Service Representative - Residential Retention

Frontier Communications•New Haven, CT

1d•$1,458 - $3,402•Hybrid

About The Position

The Service Representative - Residential Retention role is responsible for handling customer requests over the telephone, in person, and by mail, for installing, changing, or removing service and equipment. This role involves discussing, investigating, and resolving customer inquiries and complaints regarding rates, bills, services, policies, and practices. The representative will also contact customers about overdue bills, make decisions regarding payment arrangements, and perform clerical work to support customer agreements. Additionally, the role includes preparing service orders, handling referred calls, issuing service requests to ILECs, and managing service order completion notices. A key aspect of this position is retaining customers by communicating product value, identifying upsell and cross-sell opportunities, and handling escalated or frustrated clients with patience and tact. The position is primarily work-from-home but may require occasional in-office presence for training or meetings.

Requirements

Past Experience: None
Customer Service Assessment (CSA)
Employment Inventory (EI)
CC Audition
High School Degree or equivalent.
Ability to turn potential losses into "saves" by communicating product value, while actively identifying upsell and cross-sell opportunities.
Proven ability to simultaneously conduct deep-dive account research while maintaining an engaging, empathetic live conversation with a customer.
Ability to deal with customers patiently, tactfully, and effectively, especially when handling escalated or frustrated clients.
Experience navigating complex CRM and billing systems smoothly.
Flexibility to perform additional duties and tasks as required to support the evolving needs of the business.
Outstanding communication both verbal and written required.

Nice To Haves

Comfort with financial calculations, including proration, credits, and total monthly recurring charges.
Call Center Experience: Retention / Customer Service / sales experience in a call center environment with proven results.
Associates or Bachelor’s degree or two or more years of relevant work experience.

Responsibilities

Receives and handles business customers’ requests over the telephone, in person and by mail, for orders to install, change or remove items of service and equipment.
Refers requests requiring a premise visit or which are beyond their scope.
Makes recommendations for services and sells, when appropriate, items of service and equipment.
Discusses, investigates and resolves customer inquiries and complaints regarding rates, bills, services, policies and practices.
Contacts customers by telephone or written notice about overdue bills, makes decisions regarding payment arrangements and extensions of time and overdue bills.
Performs substantial amount of clerical work necessary to carry out agreements with customers.
Maintains basic files which include records of customers’ equipment, bills and credit information.
Prepares local service orders including those involving complex services and any associated key worksheets for company-negotiated accounts.
Handles referred calls, as required.
Issues Local Service Request/Access Service Requests to the ILEC’s via their graphical user interfaces and manages receipt of Firm Order Commitments, Jeopardies, and Service Order Completion notices.
Issues LSR’s to ILEC’s for suspends/restoral/disconnects for non-paying customers.
Turns potential losses into "saves" by communicating product value, while actively identifying upsell and cross-sell opportunities.
Simultaneously conducts deep-dive account research while maintaining an engaging, empathetic live conversation with a customer.
Deals with customers patiently, tactfully, and effectively, especially when handling escalated or frustrated clients.
Navigates complex CRM and billing systems smoothly.
Performs additional duties and tasks as required to support the evolving needs of the business.