Kinetic Consumer Retention Specialist

Overview

Kinetic provides high-speed broadband Internet, phone service, and Digital TV packages to residential customers as well as products and services for small, medium, and large businesses, and government agencies.

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About the Role:

The Kinetic Consumer Retention Specialist is a work from home position that handles interactions with Kinetic customers who are entertaining the thought of disconnecting their services. The role is primarily responsible for saving, both reactively and proactively, every customer from disconnecting their service. This is achieved by offering retention offers, troubleshooting repair issues (including inputting repair tickets, offering faster internet speeds, and other add-on services) that may help retain the customer.

A key goal with every interaction is that whether the customer is saved from disconnecting or not, each conversation with a customer is the last one needed before their initial inquiry is 100% resolved.

Our Kinetic Consumer Retention Specialists are expected to resolve the customers’ needs on each call by educating, explaining, and saving our products and services while achieving low repeat caller statistics, high customer satisfaction, and last call resolution results. The 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.

What Youollow:

What Youree

• #Customer Obsessed! 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
• 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 home internet service (i.e., Fiber, Cable, or DSL) with a minimum 25 kbps download speed
• 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

Even Better:

• Bilingual (Spanish/English) skills are a plus

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.

Physical Tasks - Sitting and Stationary: 67-100% | Carrying:
Occassionally 0-33% | Lifting-Lowering >1-15 lbs:
Occassionally 0-33% | Repetitive Hand Action:
Medium Dexterity:
Continuously 67-100% | Fine Manipulating:
Frequently 34-66%

Audio Visual Needs - Hearing:
Continuously 67-100% | Near Vision:
Continuously 67-100% | Far Vision:
Occassionally 0-33% | Peripheral Vision:
Occassionally 0-33%

Equipment Used in Job Performance:
Computer, Printer, Telephone, Basic Office Supplies

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• 401K Plan
• Health & Flexible Spending Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan

Uniti is an equal opportunity employer. At Uniti, 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, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to…