ZipRecruiter

Log In

1

Cox Retention Jobs in Virginia (NOW HIRING)

Solid Rock Recruiting LLC

Shop Foreman

Richmond, VA · On-site

With our 98.99% retention rate , we specialize in placing top talent in the specialty construction ... Kaydee Cox Senior Construction Recruiter Email: kaydee@solidrockrecruiting.com Solid Rock ...

All JobsCox Retention JobsCox Retention Jobs in Virginia

Cox Retention information

What is a Cox Retention specialist?

Cox Retention specialists are customer service representatives who work for Cox Communications, focusing on retaining existing customers who may be considering canceling or downgrading their services. Their primary role is to address customer concerns, provide solutions, and offer incentives or promotional deals to encourage continued service. They utilize strong communication and problem-solving skills to resolve issues, enhance customer satisfaction, and reduce customer churn. Retention specialists often handle inbound and outbound calls related to cancellations, billing issues, and service modifications.

What are the key skills and qualifications needed to thrive as a Cox Retention specialist?

To thrive as a Cox Retention Specialist, you need strong customer service skills, sales acumen, and a high school diploma or equivalent, with some employers preferring previous experience in a retention or call center role. Proficiency with CRM software, call center systems, and sales tracking tools is typically required. Outstanding communication, problem-solving abilities, and resilience under pressure help individuals excel in addressing customer concerns and retaining business. These skills and qualities are crucial for effectively resolving customer issues, building loyalty, and meeting retention targets in a competitive telecommunications environment.

What are some common challenges faced by Cox Retention specialists, and how can applicants prepare for them?

Cox Retention Specialists often encounter challenges such as handling irate or dissatisfied customers, meeting retention targets, and adapting to evolving product offerings. Applicants can prepare by developing strong communication and negotiation skills, staying up to date on Cox services, and demonstrating resilience in high-pressure situations. Being proactive in learning about customer needs and maintaining a positive, solutions-oriented attitude will help candidates excel in this role.

What is the difference between Cox Retention vs Cox Customer Service Representative?

AspectCox RetentionCox Customer Service Representative
Primary RoleFocuses on retaining existing customers, handling cancellations, and offering solutions to prevent churn.Provides general customer support, answers inquiries, and assists with billing or service issues.
Required SkillsStrong communication, negotiation, and problem-solving skills.Excellent communication, patience, and product knowledge.
Work EnvironmentTypically in retention centers or call centers, often with sales targets.In call centers or customer support centers, handling diverse customer requests.

While both roles involve customer interaction, Cox Retention specialists focus on customer retention and reducing churn through targeted strategies, whereas Cox Customer Service Representatives handle a broader range of customer inquiries and support. Understanding these differences helps job seekers identify the right position aligned with their skills and career goals.

Does Cox have a retention department?

Cox Communications has a retention department responsible for customer retention and account management. Employees in this role often handle customer concerns, offer solutions to retain clients, and may use CRM tools to track interactions. The department aims to improve customer satisfaction and reduce churn.

What are popular job titles related to Cox Retention jobs in Virginia?

For Cox Retention jobs in Virginia, the most frequently searched job titles are:

What job categories do people searching Cox Retention jobs in Virginia look for?

The top searched job categories for Cox Retention jobs in Virginia are:

What cities in Virginia are hiring for Cox Retention jobs?

Cities in Virginia with the most Cox Retention job openings:

Cox Retention jobs near you

Service Operations Manager

Williamsburg, VA

Cox-Powell Corporation
Ventilation, Heating, Air-Conditioning, and Commercial Refrigeration Equipment Manufacturing • 51 - 200 employees
Learn more about Cox-Powell Corporationexternal

$70K - $125K/hr

Full-time

Medical, Dental, Vision, Life, Retirement

Re-posted 21 days ago

Job description

Service Operations Manager (Commercial HVAC/R amp; Mechanical Services)
Location: Southeast Virginia Territory, Headquartered in Williamsburg, VA
*Local candidates only at this time. Must have 3 Years Commercial HVAC Experience*

Competitive Starting Salary
$85,000-120,000 plus Incentive program
Full Benefits Package including Medical, Dental, Vision, Life Insurance and 401k with match
Company: Cox-Powell Corporation
About Us
Cox-Powell Corporation is a well-established commercial HVAC/R, mechanical, and electrical contractor proudly serving Southeast Virginia since 1946. We are known for our technical expertise, strong customer relationships, and commitment to safety, quality, and operational excellence.
Position Description
The Service Operations Manager is responsible for fulfilling all service commitments for Cox-Powell Corporation. This role ensures contractual obligations are met, field costs are effectively controlled, and quality standards remain high. Additional responsibilities may be assigned as business needs evolve.
The position oversees service operations, technical manpower scheduling, customer satisfaction, and field productivity to achieve company gross profit objectives across assigned market areas.
Essential Functions amp; Responsibilities
Maintenance Agreements
  • Oversee performance and compliance of all maintenance agreements.
  • Ensure customer satisfaction and manage issue resolution.
  • Recommend renewals and identify upsell/extra opportunities.
  • Review labor and cost data to support accurate tasking.
  • Achieve planned gross profit targets.
Sales Support
  • Support planned service sales volume.
  • Quote HVAC repairs promptly.
  • Generate leads and maintain route call activity.
Field Staff Management
  • Plan labor loading and evaluate technician performance.
  • Support recruitment, interviewing, and merit recommendations.
  • Provide technical guidance, training, and coaching.
  • Ensure professional customer service and field representation.
Service Operations amp; Financials
  • Review service invoices before billing.
  • Coordinate with Sales on contract or project opportunities.
  • Complete required customer reports.
  • Manage service projects per company policies and procedures.
  • Control field costs to meet gross profit goals.
Purchasing, Inventory amp; Tools
  • Manage tool inventory and equipment assignments.
  • Review and approve vendor invoices (PINPOINT).
  • Assist with part orders and ETA coordination.
  • Review all field tickets for accuracy.
Dispatching
  • Provide oversight and direction to dispatchers to optimize scheduling.
Fleet Management
  • Oversee vehicle assignments, maintenance, and repair schedules.
  • Support fleet budgeting.
Planning amp; Forecasting
  • Support operational planning and forecasting activities.
Customer Relations
  • Maintain strong relationships with key customers.
  • Address concerns promptly and conduct regular site visits.
  • Ensure long‑term customer satisfaction and retention.
Required Knowledge, Skills amp; Abilities (KSAs)
Technical Knowledge
  • Working knowledge of HVAC mechanical systems, electrical systems, and automated controls.
  • Ability to read and interpret drawings, schematics, and equipment documentation.
  • Ability to identify repair, replacement, and improvement opportunities.
Management amp; Operational Skills
  • Strong leadership skills with experience managing field technicians.
  • Effective scheduling, dispatching, and workload balancing.
  • Ability to manage budgets, field costs, and gross profit performance.
  • Skilled in project coordination and service operations oversight.
Customer Service amp; Communication
  • Excellent customer relationship management skills.
  • Strong verbal and written communication abilities.
  • Ability to resolve conflicts and navigate complex customer issues.
Administrative amp; Organizational Skills
  • Strong time management and prioritization.
  • Ability to review invoices, tickets, and financial data with accuracy.
  • Demonstrated proficiency with service management systems and Microsoft Office.
Physical Abilities
  • Ability to sit, stand, and walk for extended periods throughout the workday.
  • Ability to drive company or personal vehicle to customer locations and job sites.
  • Ability to occasionally lift, carry, or move objects weighing up to 70 pounds.
  • Ability to climb stairs, ladders, or access mechanical spaces as required during site visits.
  • Ability to work in varying environmental conditions, including offices, mechanical rooms, rooftops, and outdoor job sites.
  • Ability to use standard office equipment and wear required personal protective equipment (PPE) when visiting job sites.
Required Qualifications
  • 5+ years of experience in HVAC service operations or related mechanical service field.
  • 2+ years of supervisory or management experience.
  • Strong understanding of commercial HVAC systems and service operations.
  • Valid driver’s license.
Preferred Qualifications
  • HVAC Master or Journeyman license.
  • Experience with service management, dispatch, or ERP systems (e.g., PINPOINT).
  • Experience managing P amp;L, budgets, or gross profit performance.
  • Certifications in project management, leadership, or technical HVAC disciplines.
Core Competencies
  • Leadership amp; Team Development
  • Customer Focus
  • Problem-Solving amp; Decision-Making
  • Financial Acumen
  • Technical Aptitude
  • Communication amp; Interpersonal Skills
  • Process Improvement
  • Accountability amp; Follow-Through
    This Job Description is not a complete statement of all duties and responsibilities comprising the position.
Cox-Powell logo

About Cox-Powell

Sourced by ZipRecruiter

Industry

Ventilation, heating, air-conditioning, and commercial refrigeration equipment manufacturing

Company size

51 - 200 Employees

Headquarters location

Village of Williamsburg, VA, US

Year founded

1946

Social media

Facebook

View All Cox-Powell Jobs

Apply