Kinetic Consumer Retention Specialist

Uniti

13d•Remote

About The Position

The Kinetic Consumer Retention Specialist is a work from home position that 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 Uniti 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. This position is being filled remotely in the state of Iowa and Georgia.

Requirements

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 (i.e.: Fiber, Cable, or DSL) with a minimum 25 kbps download speed
Hom work environment must be distraction free and abide by Uniti’s 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 rotational Saturdays from 8:30 am EST - 5:00 pm EST
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.

Nice To Haves

Bilingual (Spanish/English) skills are a plus

Responsibilities

Be #CustomerObsessed! Make taking care of every single customer your #1 priority. 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