Kinetic Next Gen Specialist

Description - External Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and wellbeing of our employees, customers, partners and communities is our top priority.” About the Role: The Windstream Next Gen Specialist handles inbound Care and Retention calls from Windstream customers subscribed to Next Gen technology in a call center environment. The inbound calls are driven by a variety of different customer needs. The Next Gen Specialist is primarily responsible for resolving billing issues and questions, as well as product/service concerns for our top priority customers. Windstream is constantly expanding our broadband speed and product offerings and our Next Gen Specialists are expected to educate, explain and ultimately sell our products and services to existing customers using a consultative sales process. Next Gen specialists are responsible for retaining all products and accounts by utilizing various offers available to them. Windstream places a high value on candidates that thrive in an environment that emphasizes teamwork, accountability and possesses a deep willingness to serve customers and drive positive customer experiences in a fast-paced work environment. What You'll Do: - Handles inbound calls in a call center environment on a variety of subjects from top tiered customers. - Resolves 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. - Attempts to retain Next Gen customers requesting to disconnect through various retention offers and retention recommender tool. - 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. Do You Have: - Good telephone communication skills and customer interface ability. - Ability to manage multiple priorities in a fast-paced environment, use proper discretion in evaluating/elevating customer issues, work as a team player and defuse difficult situations. - PC skills (Windows), 10-key and keyboarding skills. - The 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 while on the phone. - Ability to work flexible hours on a rotating schedule including evenings, holidays and weekends. Also, overtime may be required. Our 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 PetInsurance About Us: Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.