Kinetic Consumer Retention Specialist

Windstream - Baldwin, GA

Full-time - Entry Level

Remote - Baldwin, GA

Telecommunications

About the position

The Kinetic Consumer Retention Specialist is responsible for managing interactions with customers considering disconnecting their services. The role focuses on proactively and reactively retaining customers by offering special retention deals, troubleshooting issues, and ensuring customer satisfaction. The specialist aims to resolve customer inquiries effectively, contributing to high retention rates and customer satisfaction while working in a remote environment.

Responsibilities

• Handle calls from customers threatening to disconnect their services.
• Act as a customer advocate to the leadership team.
• Resolve customer inquiries with a last stop shop mentality.
• Log customer reasons for calling and resolutions taken using the Retention Recommender.
• Utilize retention offers and escalation procedures to prevent disconnections.
• Explain, retain, and sell products and services to existing customers as needed.
• Perform other duties as assigned.

Requirements

• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to multi-task and prioritize tasks in a fast-paced environment.
• Must have land-based home internet service with a minimum 25 kbps download speed.
• Work environment must be distraction-free and comply with Windstream's Work from Home policy.
• Ability 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.
• High School diploma or equivalent and at least 6 months experience.

Nice-to-haves

• Bilingual (Spanish/English) skills are a plus.

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