Consumer Retention Specialist

WindStream Communications Consumer Retention Specialist Columbia , South Carolina Apply Now Consumer Retention Specialist - ( 24000408 ) Description About the Role: The Kinetic Consumer Retention Specialist 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 Windstream 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. What You'll Do: 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 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 (ie: Fiber, Cable, or DSL) with a minimum 25 kbps download speed Home work environment must be distraction free and abide by Windstreams 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 Saturdays from 8:30 am EST - 5:00 pm EST Even Better: Bilingual (Spanish/English) skills are a plus. About Us: Windstream is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S. Windstream offers bundled services, including broadband, security solutions, voice, and digital TV to consumers. The company also provides data, cloud solutions, unified communications and managed services to business and enterprise clients. The company supplies core transport solutions on a local and long-haul fiber-optic network spanning approximately 150,000 miles. 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 Windstream CIB Statement: Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve. Our Employee Resource Groups: WinVets Veteran Employee Resource Group WOW Women Employee Resource Group WINPRIDE LGBTQ Employee Resource Group WBPN Black Professional Resource Group WARG Ability Resource Group LaFamilia Hispanic Resource Group The starting compensation range for this job is $31,200 - $36,000. Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience. Qualifications 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. Primary Location : US-Iowa-Newton Other Locations : United States Work Locations : Newton IA 115 S 2nd Ave W 115 S 2nd Ave W Newton 50208 Job Category : Customer Service EEO Statement: : Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing. Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace. #J-18808-LjbffrShow full descriptionCollapse