Representative, Customer Care- Front Counter

Cogeco Inc.; Concord (NH); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Medical coverage

Dental coverage

Life Insurance

Disability insurance

401(k) plan with company match

Tuition Reimbursement

Employee Discount on services

Paid Time Off

Flex Work Policy

Headspace Membership

Job summary

Breezeline is seeking a Customer Care Representative for our Concord, NH front counter. You will be the face of our team, handling payments, scheduling installations, answering billing questions, and addressing service concerns with professionalism.

The role requires at least one year of customer-facing experience, cash handling skills, and the ability to speak English and Spanish. This full-time position offers competitive pay and a comprehensive benefits package.

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/keyboard skills.
• English and ability to speak fluent Spanish.

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.
• Research customer complaints and process billing adjustments by inputting credits or other adjustments into the computer records for customer accounts.
• Handle customer calls via phone or in person and receive orders for installation, turn on, discontinuance, or change in service.
• Solicits sale of new or additional services.

Skills

Customer facing

Cash handling

Call center experience

Basic computer skills

Bilingual English/Spanish

Job description

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 : Customer Care Representative – Front Counter

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 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 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 do not 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 have 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‑shaped the industry.

Position Summary

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

Company

Breezeline

Diversity and Inclusion

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 [e-mail]

Rooted in the communities it serves, Cogeco Inc. is a growing competitive force in the North American telecommunications and media sectors, serving 1.6 million residential and business subscribers. Its Cogeco Communications subsidiary provides Internet, video and phone services in Canada, and in thirteen states in the United States under the Cogeco Connexion, oxio and Breezeline brand names. Through Cogeco Media, it owns and operates 21 radio stations primarily in the province of Québec as well as a news agency. Cogeco's subordinate voting shares are listed on the Toronto Stock Exchange (TSX: CGO). The subordinate voting shares of Cogeco Communications Inc. are also listed on the Toronto Stock Exchange (TSX: CCA).