Service Representative - SMB Retention

Frontier Communications•New London, CT

1d•$1,458 - $3,402•Hybrid

About The Position

This role involves receiving and handling business customers' requests over the telephone, in person, and by mail for service and equipment installations, changes, or removals. The representative will make recommendations for services and sell items when appropriate. They will also discuss, investigate, and resolve customer inquiries and complaints regarding rates, bills, services, policies, and practices. Additionally, the role includes contacting customers about overdue bills, making decisions on payment arrangements, and performing clerical work to support customer agreements. This includes maintaining customer files and preparing local service orders. The representative will also issue and manage service requests to ILECs (Incumbent Local Exchange Carriers) and handle referred calls as needed.

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.
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.