WindStream Communications
Kinetic Next Gen Specialist
Charlotte ,
North Carolina
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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.
As Kinetic, Windstream offers bundled services, including premium broadband, security solutions, voice, and digital TV to consumers through an enhanced fiber network.
Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients.
Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises.
The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities!
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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.
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
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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
AAPI - Asian American Pacific Islander Resource Group
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.
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
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