Remote Customer Service Specialist

Uniti•Harrison, AR

9d•Remote

About The Position

As a Remote Customer Service Specialist within our Kinetic Next Gen team, you will be delivering an exceptional customer experience for our fiber and cable customers. In this role, you will handle inbound customer care calls, helping customers with billing questions, service concerns, account support, and product needs. This role is about much more than answering calls — it is about helping customers stay connected, solving problems with urgency and empathy, and making every interaction a positive one. Our customers count on us to provide reliable service and trusted support, and this position plays a key role in building loyalty and confidence in the Kinetic brand. Success in this role is built on the three core pillars of customer care: Resolve the issue — address the customer’s immediate need with accuracy and ownership. Prevent the next — reduce repeat calls by identifying root causes, educating the customer, and proactively addressing future concerns. Position new products and services — recommend solutions that improve the customer’s experience and meet their evolving needs. This position has a direct impact on important business and customer care outcomes, including First Call Resolution, reducing repeat contacts, improving customer satisfaction, retaining customers, and growing revenue. This position can be filled remotely in the following markets: Harrison, AR; Newton, IA; Baldwin, GA; Dalton, GA; and Charlotte, NC.

Requirements

Strong communication skills and the ability to build rapport with customers over the phone
A genuine passion for helping customers and creating a positive experience
The ability to manage multiple priorities in a fast-paced environment
Strong judgment and problem-solving skills
Comfort navigating multiple computer systems while actively engaging with customers
A team-oriented mindset and the ability to handle challenging situations with professionalism
Willingness to learn product knowledge, billing systems, and sales techniques
Flexibility to work rotating schedules, including evenings, weekends, holidays, and overtime as needed
High School diploma or equivalent and at least 6 months experience. College hours or a college degree may be substituted for experience as deemed appropriate.

Responsibilities

Handle inbound customer care calls in a fast-paced call center environment
Resolve billing questions, service concerns, and account issues with a focus on First Call Resolution and reducing repeat contacts
Deliver a best-in-class customer experience through empathy, professionalism, and problem-solving
Proactively work to reduce repeat calls by addressing root causes and helping prevent future issues
Educate customers on their accounts, services, billing, and available options
Use a consultative approach to recommend and position new products and services based on customer needs
Access and update customer accounts while speaking with customers
Maintain knowledge of products, services, systems, and industry updates
Support team goals related to customer satisfaction, retention, and growth