Service Representative - Residential Retention

Service Representative - Residential Retention

Job

Job Title:

Service Representative
-Residential Retention

Location:

Currently Work-From-Home / New Haven CT
Union: CWA 1298 - CBA 401
Hiring Manager:
Michele Santos
# of Openings: 5
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

• 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

• Customer Service Assessment (CSA)
• Employment Inventory (EI)
• CC Audition

Physical Requirements: None

Performance/Attendance: (Applicable to all transfers):

• Satisfactory performance rating in present job.
• Satisfactory attendance record in present job.

Specifics:

• Business Service Center: 7 1/2 hours per day, 37 hours per week.
• Residence Service Center: 7 1/2 hours per day, 37 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 on 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 identifying upsell and…