Business Retention Specialist

Uniti

20h•$15 - $17•Remote

About The Position

The Business Retention Specialist handles inbound calls in a call center environment, addressing a variety of customer concerns. The role may be filled remotely anywhere within the country. The specialist resolves inquiries about billing and products or services, explains offerings to existing customers, and works to retain them. The position requires accessing and updating customer accounts using computer-based systems while speaking with customers. The specialist also maintains knowledge of products, services, telephony technology, and industry updates, and uses systematic resources to perform assigned tasks. Other duties may be assigned. The position requires flexible hours on a rotating schedule, including evenings, holidays, and weekends; overtime may also be required. Compensation ranges from $14.57 to $16.78 per hour, with actual base pay dependent on primary work location and factors such as relevant skills and experience.

Requirements

Good telephone communication skills and customer interface ability.
Ability to manage multiple priorities in a fast-paced environment.
Ability to use proper discretion in evaluating and escalating customer issues, work as a team player, and defuse difficult situations.
PC skills, including Windows, 10-key, and keyboarding skills.
Ability to take initiative and accountability in obtaining general knowledge of billing systems and order entry.
Ability to work flexible hours on a rotating schedule, including evenings, holidays, and weekends; overtime may be required.
High school diploma or equivalent and at least 6 months of experience. College hours or a college degree may be substituted for experience as deemed appropriate.

Nice To Haves

At least 1 year of call center experience, preferably in the telecommunications industry.
Relevant systems knowledge.
Bilingual Spanish/English skills.
Sales experience.

Responsibilities

Resolve customer inquiries, billing issues, and product or service concerns.
Explain products and services to existing customers and work to retain them.
Access and update customer accounts through computer-based systems while speaking with customers.
Gain and maintain product and service knowledge, working knowledge of telephony technology, and awareness of industry updates.
Use systematic resources as needed to perform tasks.
Perform other duties as assigned.