Consumer Retention Specialist (Remote)

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:

• 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.
• Use Retention team only save offers and escalation procedures to prevent customers from disconnecting.
• Have a last stop shop mentality when resolving customer inquiries, whatever a customer may inquire about or need resolved you will own it.
• Access and update customer accounts through computer-based systems such as but not limited to; Wincare, DCRIS, CAMS, and Kinetic Sales Force.
• 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.
• Other duties as assigned
• Be the voice of the customer and a customer advocate to the leadership team
• Explain, retain, and sell products and services to existing customers as needed.
• Log the customers reasons for calling and resolution taken using our Retention Recommender.

Minimum Requirements:

• Possess strong organizational skills with the ability to multi-task, prioritize daily tasks, and perform successfully in a fast-paced environment
• Excellent verbal and written communication skills
• 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. When possible, when new to the role, and an internal applicant, we will leave you on your current work schedule until our next tour or shift bid, which will be explained in the interview before hire. If you have any questions or concerns about this, please do not hesitate to contact the hiring manager listed below.
• 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.
• Prior Consumer DCRIS, CAMS, and Wincare experience is required, at this time.

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.

Job Requirements

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.

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.