Service Representative - SMB Retention

Service Representative - SMB Retention

Job Title:

Service Representative - SMB Retention

Location:

Currently Work-From-Home / New Haven, CT Union: CWA 1298 - CBA 401 Hiring Manager:
Ryan Jackse # of Openings: 20 Posting Dates: 6/30/26 - 7/7/26

Department/Bureau Select: B Residency

Description:

28 Months Salary Grade: VK Bi-Weekly Min: $1457.77 Max: $3401.70 Effective Date: 9/28/2025 FLSA:
Non-Exempt Spec Date: 6/29/2026 Job Family:
Business Communications Sales, Consumer Markets

Location:

Meriden, New Haven, New London

Duties general include but are not limited to the following:

• 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 those 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.

Past

Experience:

None Tests:
Customer Service Assessment (CSA) Employment Inventory (EI) CC Audition

Physical Requirements:

None Performance/Attendance:
Satisfactory performance rating in present job. Satisfactory attendance record in present job. Specifics:
Business Service Center: 7 1/2 hours per day, 37 ½ hours per week. Residence Service Center: 7 1/2 hours per day, 37 ½ hours per week. Consult the updated Working Hours(Coml. & Mktg.
2.02) section of the CBA (Collective Bargaining Agreement) for additional details regarding basic work week and scheduling. Supervisors may periodically monitor telephone contacts with customers or other contacts with customers involving the transaction of company business. Overtime-occasional.

Satisfactory job related performance in the following:

Work Experience:

Associate-Customer Service Specialist Customer Clerk Customer Specialist Final Accounts Legal Clerk Sales Associate Service Order Clerk Service Order Reviewer Service Order Specialist Service Representative Service Representative-Business Service Representative-CMC Service Representative-NSC Service Representative-OCC Service Representative
- Public Communications Services Service Representative-Residence Service Representative-Systems Service Representative – Woodbury Uncollectible Accounts Legal Assistant On The Job Schooling/Training:
High School Degree or equivalent.

Formal instructions of approximately six (6) to fourteen (14) weeks. On-the-job instruction as required.

Size of office and work groups varies depending upon location. Confined to own desk but moves about office to obtain records and other clerical materials. Performs work to meet daily service goals and deadlines designed to measure quality of customer service. This role is primarily work-from-home. You may be required to report in person to our New Haven, CT location for the duration of new hire training.

Following training, the position will remain primarily work-from-home, though you may be required to report to the office periodically for meetings, training, or other business needs, or permanently if the needs of the business change.

Ability to turn potential losses into "saves" by communicating product value, while actively…