Retention Supervisor -Remote

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: Regular Job Description : 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 8th largest Internet provider in the United States, Breezeline provides Internet, TV, Voice, and enterprise business services to more than 450,000 business and residential customers across twelve states. Headquartered in Quincy, MA, Breezeline is a wholly-owned 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. Internal Values – How we act We’re proud that Breezeline is unlike any other employer in the industry. We work hard, but we never lose sight of the big picture. We understand that our colleagues are looking for more than just a great job – they want an extraordinary life – and at Breezeline, we want to make that a reality. And here is how we do it. Fun: We laugh a lot. It makes every day brighter, and if you don’t love what you do, you’re not doing it right. Job flexibility: We think everything you do matters – at work and home. Discounted services: We offer our customers some fantastic services, and we think you deserve to enjoy them in your home, too. Total Rewards: Let’s be honest, everyone wants to make a good salary. We offer attractive total rewards and a great culture to go along with it. We’ve got you and your family covered with one of the best packages in the business. Career evolution: At Breezeline, you get more than just a job. You get all the tools you need to learn, grow, and achieve your career goals! Cutting-edge technology: Do you have a passion for technology? Great, we do, too. At Breezeline, you will get the opportunity to manage, influence, play, create, fix, and re-shape the industry. About The Job Locations: Connecticut, Delaware, Florida, Pennsylvania, Maryland, Ohio, New Hampshire, South Carolina, Virginia, and West Virginia. Position Summary: Breezeline’s Retention Supervisors guide and mentor our agents to be focused on going beyond during each customer interaction, to provide a memorable experience and to surpass customer expectations. The supervisor is responsible for supervising, coordinating activities, mentoring, coaching and developing the retention team to engage and retain customers requesting to voluntarily disconnect and downgrade services through inbound and outbound efforts by reselling the value of Breezeline’s products and services. Responsibilities: Monitors team to observe employees' demeanor, accuracy, conformity to company policies, and ability to effectively probe and use listening skills to resolve customer concerns to build value and retain products in multiple regions. Answers questions about products and services. Coaches and develops team members to retain voluntary disconnects, proactive retention tools and using competitive Intel. 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 Atlantic Broadband provides. Quality Customer Care 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, policies to ensure accuracy when placing orders, and communicating advice to customers. Enthusiastic about promoting current products and services. Coaching and development of agents: Coaching plans outlining goals and achievements. One on one sessions to create action plans. Conducting huddles Agent support, guidance and task assignments. Goal attainment, monitoring departmental and agent reports. Create and maintain agent focused incentive and recognition programs. Promote a positive work environment and teamwork. Encourage and promote available educational tools, NCTI and educational classes to improve agent skills and knowledge. Departmental Operations Must possess the ability to perform duties, communicate and coach in a virtual environment. Monitor daily activities including phone coverage, daily tasks, schedule changes, customer escalations and special projects to ensure efficiency and completion. Communicate and write clear, understandable training, updates and policy changes to agents. Ability to make decisions based on company and departmental policies. Processes information to compile work volume statistics for reporting Adjusts error and handles customer escalations. Determines work procedures, prepares work schedules, and expedites workflow Hire, evaluate, coach, and counsel personnel in the performance of their duties. Issues oral and written instructions. Studies and standardize procedures to improve efficiency of subordinates Interface with other departments through written and verbal communications to handle customer situations. 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 Bachelor’s Degree (B.A.) from four year college or university; or two years related experience and/or training; or equivalent combination of education and experience. Language Skills The ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. The ability to write routine reports and correspondence. The Ability to read and comprehend simple instructions, short correspondence, and memos. The 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. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exist. Ability to interpret a variety of instructions furnished in written, oral, diagram or scheduled form. Great organizational and time management skills. Computer Skills To perform this job successfully, an individual should have knowledge of Database software; Internet software and Spreadsheet software. 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 frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work Environment All retention team members including supervisors work virtually from their home address. Each supervisor is expected to have a quiet location to set up their computer equipment, provided by Breezeline, and be available to conduct training, huddles and coaching as well as answer calls in private. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 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 Headspace Membership Opportunities for LinkedIn Learning subscriptions for select colleagues Location : Cumberland, MD 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 inclusiondiversite@cogeco.com