Service Representative - SMB Retention
Job ID: SERVI014131
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
I. General Duties:
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.
II. Basic Qualifications:
Past Experience: None
Tests:
- 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 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.
III. Additional Factors:
Satisfactory job related performance in the following:
•• 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
•• High School Degree or equivalent.
IV. Training
- Formal instructions of approximately six (6) to fourteen (14) weeks.
- On-the-job instruction as required.
V. Environment:
- 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.
EXTERNAL CANDIDATES
What we are looking for:
- Ability to turn potential losses into "saves" by communicating product value, while actively identifying upsell and cross-sell opportunities.
- The Multi-Tasking Mindset: Proven ability to simultaneously conduct deep-dive account research while maintaining an engaging, empathetic live conversation with a customer.
- High-Stakes Communication: Ability to deal with customers patiently, tactfully, and effectively, especially when handling escalated or frustrated clients.
- Technical Aptitude: Experience navigating complex CRM and billing systems smoothly.
- Adaptability: Flexibility to perform additional duties and tasks as required to support the evolving needs of the business.
- Communication Skills: Outstanding communication both verbal and written required.
Even better if you have:
- Analytical Acumen: 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.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.
Connecting communities is at the heart of what we do. We are committed to building a team that reflects the communities we serve. If your background and experiences are aligned with our passion to improve digital access across America, we encourage you to apply and help us achieve our mission to #BuildGigabitAmerica.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
