What are the responsibilities and job description for the Customer Care Cable Specialist position at Windstream?
Kinetic is a premier internet solutions provider on a mission to deliver ultra-fast, reliable internet to consumers and small businesses across the U.S., helping them Internet better™.
About the Role:
The Windstream Customer Care Cable Specialist handles inbound calls from Windstream customers in a call center environment. The inbound calls are driven by a variety of different customer needs. The Customer Care Cable Specialist is primarily responsible for resolving billing issues and questions, as well as product/service concerns. Windstream is constantly expanding our broadband speed and product offerings and our Kinetic Cable Specialists are expected to educate, explain, and ultimately sell our products and services to both new and existing customers using a consultative sales process. 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:
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.
Physical Tasks- Sitting and Stationary: 67-100% | Carrying: Occasionally: 0-33% | Lifting-Lowering >1-15 lbs: Occasionally: 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: Occasionally: 0-33%| Peripheral Vision: Occasionally: 0-33%
Equipment Used in Job Performance: Computer, Printer, Telephone, Basic Office Supplies
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.
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Our Benefits:
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:
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Notice to Non-U.S. Citizens: Windstream, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Windstream’s network. If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@windstream.com as soon as possible for information on Windstream’s foreign personnel disclosure and approval requirements.
- As part of the Kinetic family, you’ll have the opportunity to work with cutting-edge technology, including premium broadband, security solutions, voice, and digital TV services, all delivered through our enhanced fiber network.
- Join us in revolutionizing how people connect and communicate. Your work will directly contribute to making Kinetic the most helpful internet service provider, ensuring our customers Internet better™ every day.
About the Role:
The Windstream Customer Care Cable Specialist handles inbound calls from Windstream customers in a call center environment. The inbound calls are driven by a variety of different customer needs. The Customer Care Cable Specialist is primarily responsible for resolving billing issues and questions, as well as product/service concerns. Windstream is constantly expanding our broadband speed and product offerings and our Kinetic Cable Specialists are expected to educate, explain, and ultimately sell our products and services to both new and existing customers using a consultative sales process. 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:
- Handle inbound calls in a call center environment on a variety of subjects
- Resolve customer inquiries, billing issues and product/service concerns
- Explain and sell products and services to new and existing customers
- Access and update customer accounts through computer-based systems with the customer on the phone
- Gain and maintain product/service knowledge, working knowledge of telephony technology and industry updates
- Other duties as assigned
- Good telephone communication skills and customer facing skills
- 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.
- Bilingual 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 experience as deemed appropriate.
Physical Tasks- Sitting and Stationary: 67-100% | Carrying: Occasionally: 0-33% | Lifting-Lowering >1-15 lbs: Occasionally: 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: Occasionally: 0-33%| Peripheral Vision: Occasionally: 0-33%
Equipment Used in Job Performance: Computer, Printer, Telephone, Basic Office Supplies
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.
_________________________________________________________
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 Pet Insurance
- https://windstreambenefits.com
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
- AAPI - Asian American Pacific Islander Resource Group
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Notice to Non-U.S. Citizens: Windstream, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Windstream’s network. If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@windstream.com as soon as possible for information on Windstream’s foreign personnel disclosure and approval requirements.
