Consumer Retention Specialist - Windstream : Job Details

Posted Friday, December 27, 2024 at 5:00 AM

Kinetic is a premier internet solutions provider on a mission to deliver ultra-fast, reliable internet to consumers and small businesses across the U.S., helping them Internet better.

• As part of the Kinetic family, youll have the opportunity to work with cutting-edge technology, including premium broadband, security solutions, voice, and digital TV services, all delivered through our enhanced fiber network.
• Join us in revolutionizing how people connect and communicate. Your work will directly contribute to making Kinetic the most helpful internet service provider, ensuring our customers Internet better every day.

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***This position can be filled remotely in the following areas: Newton, IA; Harrison, AR; and Georgia - Baldwin, Cornelia, and Dalton. ***

About the Role:

The Kinetic Consumer Retention Specialist handles interactions with Windstream customers that are entertaining the thought of disconnecting their services. The role is primarily responsible for saving, both reactively and proactively, every customer from disconnecting their Windstream service. This is achieved by offering special retention offers, troubleshooting repair issues, which includes inputting repair tickets, offering faster internet speeds, and other add-on services that may help retain the customer. A key goal with every interaction in this position is that whether the customer is saved from disconnecting or not, is for each conversation with a customer to be the last one that the customer must have with us before their initial inquiry is 100% resolved.

Our Kinetic Consumer Retention Specialists are expected to resolve the customers need for calling on each call, by educating, explaining, and saving our products and services while achieving low repeat caller statistics, with high customer satisfaction and last call resolution results. The Consumer Retention Specialist position has the opportunity to earn an additional monthly bonus in the form of commissions.

What You'll Do:

• Be the voice of the customer and a customer advocate to the leadership team
• Handle calls in a remote work from home environment from customers that are threatening to disconnect, shop around, or are at high risk to disconnect their Kinetic products and services
• Have a last stop shop mentality when resolving customer inquiries, whatever a customer may inquire about or need resolved you will own it
• Log the customers reasons for calling and resolution taken using our Retention Recommender
• Use Retention team only save offers and escalation procedures to prevent customers from disconnecting
• Explain, retain, and sell products and services to existing customers as needed
• Other duties as assigned
• Excellent verbal and written communication skills
• Strong organizational skills with the ability to multi-task, prioritize daily tasks, and perform successfully in a fast-paced environment
• Must have land-based home internet service (ie: Fiber, Cable, or DSL) with a minimum 25 kbps download speed
• Work environment must be distraction free and abide by Windstreams Work from Home policy
• Must be able to work any shifts within the team operating hours: Monday - Friday, 7:00 am EST - 8:00 pm EST and rotating Saturdays from 8:30 am EST - 5:00 pm EST

Even Better:

• Bilingual (Spanish/English) skills are a plus

High School diploma or equivalent and at least 6 months experience. College hours or a college degree may be substituted for some experience as deemed appropriate.

Physical Tasks - Sitting and Stationary: 67-100% | Carrying: Occasionally: 0-33% | Lifting-Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100% | Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance: Computer, Printer, Telephone, Basic Office Supplies

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• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan
• Identity Theft, Legal, Auto & Home and Pet Insurance

Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.

Our Employee Resource Groups:

• WinVets Veteran Employee Resource Group
• WOW Women Employee Resource Group
• WINPRIDE LGBTQ+ Employee Resource Group
• WBPN Black Professional Resource Group
• WARG Ability Resource Group
• LaFamilia Hispanic Resource Group
• AAPI - Asian American Pacific Islander Resource Group

Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.

_________________________________________________________ Our Benefits:

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan
• Identity Theft, Legal, Auto & Home and Pet Insurance
• Windstream Benefits