Consumer Retention Specialist (Remote)
Company: Windstream Communications
Location: Indianapolis
Posted on: May 28, 2023
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Job Description:
Consumer Retention Specialist (Remote) - ( 23001629 )
Description
About the Role:
The Kinetic Consumer Retention Specialist handles interactions with
Windstream customers that are entertaining the thought of
disconnecting their services. The Kinetic Consumer Retention
Specialist 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 make additional monthly bonus that
is based on Same Day HSI Save Rates, 90 Day Save Rates (% of Saves
that are still a customer after 90 days), and Customer
Satisfaction.
Job Responsibilities:
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.
Access and update customer accounts through computer-based systems
such as but not limited to; Wincare, DCRIS, CAMS, and Kinetic Sales
Force.
Will handle and take care of all Kinetic Residential customers, on
all technologies (Cable, DSL, Fiber, Fixed Wireless) and in all
systems, DCRIS, Cams, and Kinetic Sales Force. Training on each
technology type with call handling and Kinetic Sales Force will be
provided upon hire.
Other duties as assigned
Minimum Requirements:
Prior Consumer DCRIS, CAMS, and Wincare experience is preferred,
but not required.
Excellent verbal and written communication skills
Possess strong organizational skills with the ability to
multi-task, prioritize daily tasks, and perform successfully in a
fast-paced environment
Must have a land-based internet service provider to successfully
work from home in this position. Home work environment must be
distraction free and abide by Windstream's Work from Home
policy.
Must be able to work any available shift Monday thru Friday, 6am
CST/7am EST to 7pm CST/8pm EST and possibly Saturdays from 7:30am
CST/8:30am EST to 4pm CST/5pm EST. Mandatory Overtime is
possible.
Desired Qualifications - Bilingual (Spanish/English) skills are not
required, however would be a plus.
Windstream DEI&B Statement:
Connecting people in a world of infinite possibilities. At
Windstream, we celebrate the authenticity and uniqueness of our
people and their ideas. The diverse voices of our employees fuel
our innovation and the inclusive, equitable culture we are building
fosters belonging and empowers each one of us to create amazing
customer experiences.
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
Actual base pay for this job will depend on the candidate's primary
work location and other factors, such as relevant skills and
experience.
Qualifications
Minimum Requirements:
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.
Primary Location : US-Georgia-Virtual Office GA 0.93 - 0.97
Other Locations : US-Iowa-Des Moines, US-Arkansas-Little Rock,
US-North Carolina-Charlotte, US-Georgia-Cornelia,
US-Arkansas-Harrison, US-Iowa-Newton, United States,
US-Georgia-Dalton, US-Iowa-Grinnell
Job Category : Customer Service
EEO Statement: : 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.
Req ID: 23001629
Employment at Windstream is subject to post offer, pre-employment
drug testing. Equal Opportunity Employer including
minority/female/disability/veteran; Without regard to race, color,
religion, national origin, gender, sexual orientation, gender
identity, age, disability, marital status, citizenship status,
military status, protected veteran status or employment status.
Windstream is a drug-free workplace.
Keywords: Windstream Communications, Indianapolis , Consumer Retention Specialist (Remote), Other , Indianapolis, Indiana
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