Kinetic Next Gen Specialist

Windstream - Baldwin, GA

Full-time - Entry Level

Baldwin, GA

Telecommunications

About the position

The Kinetic Next Gen Specialist at Windstream Communications is responsible for handling inbound Care and Retention calls from customers subscribed to Next Gen technology. This role focuses on resolving billing issues, addressing product and service concerns, and educating customers about Windstream's offerings. The specialist is expected to utilize a consultative sales process to sell products and services while ensuring a positive customer experience in a fast-paced call center environment.

Responsibilities

• Handle inbound calls in a call center environment on a variety of subjects from top tiered customers
• Resolve customer inquiries, billing issues and product/service concerns from customers subscribed to Fiber, Fixed Wireless and all Next Gen technology
• Explain and sell products and services to new and existing customers
• Ensure one call resolution and complaint resolution
• Access and update customer accounts through computer-based systems with the customer on the phone
• Gains and maintains product/service knowledge, working knowledge of telephony technology and industry updates
• Other duties as assigned

Requirements

• High School diploma or equivalent
• At least 6 months experience in customer service or related field
• Good telephone communication skills and customer interface ability
• Ability to manage multiple priorities in a fast-paced environment
• PC skills (Windows), 10-key and keyboarding skills
• Ability to take initiative and accountability in obtaining general knowledge of billing systems and order entry
• Ability to multi-task, access and update customer records while simultaneously interacting with the customer

Nice-to-haves

• College hours or a college degree may be substituted for experience as deemed appropriate
• Ability to work flexible hours on a rotating schedule including evenings, holidays and weekends

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