What are the responsibilities and job description for the Kinetic - Consumer Retention Specialist position at Kinetic?
Kinetic, a business unit of Uniti (NASDAQ: UNIT), is a premier insurgent provider of multi-gigabit fiber internet, whole-home Wi-Fi, internet security, and voice services in 1,400 markets across 18 states in across the U.S. Additional information about Kinetic is available at www.GoKinetic.com
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About The Role
The Kinetic Consumer Retention Specialist is a work from home position that handles interactions with Kinetic 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 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. ***This position is being filled remotely but preferred in NC/GA/IA.***
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 some 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%
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Our Benefits
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:Uniti, 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 Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements.
Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.
_________________________________________________________
About The Role
The Kinetic Consumer Retention Specialist is a work from home position that handles interactions with Kinetic 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 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. ***This position is being filled remotely but preferred in NC/GA/IA.***
What You'll Do
- Be #CustomerObsessed! 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 land-based home internet service (i.e.: Fiber, Cable, or DSL) with a minimum 25 kbps download speed
- Home 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
- 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: Occasionally: 0-33% |Lifting-Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%
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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
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:Uniti, 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 Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements.
Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.