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Windstream Communications.

Customer Care Rep III

Windstream Communications. - Rochester, NY

Customer Care Rep III

in

Rochester

New York

Position Summary

As a key member of the Customer Care Team, the Care Team Leader assists customers with concerns and questions about their Windstream account and/or services as well as assists Care Rep I’s and II’s with the support of their customers. This person will work to resolve issues directly with customer and also be a customer and employee advocate when the issue requires engaging multiple departments to achieve resolution. A Care Team Leader will ensure that our customers have the level of service that we are committed to providing. In addition to resolving issues, a Care advocate is expected to identify and position additional Windstream features/ services to continue to grow the customer’s relationship with Windstream. Care Team Leaders will be expected to assist in the management of day-to-day operations including service level and queue management, reassignment of tickets/work, support of agents in the Care Chat Rooms, participating in special projects, and assisting the Supervisor with administrative tasks.

Responsibilities

* Respond to customer requests regarding Windstream’s products and services, process/procedures, billing, and repair requests. * Troubleshoot and resolve customer problems quickly and completely. * Educate customers on benefits of Windstream’s products and services and effectively cross/up sell services. * Process customer change requests to change customer accounts using the order process system. * Respond to customer requests via voicemail, email, and regular mail. * Prioritize work to meet or exceed customer expectations as measured by our customer satisfaction metric indicators (CSAT). * Become a customer advocate, driving for resolution and representing the needs of the customer in situations that may require engagement of multiple departments.

* Work in partnership with other Windstream service/repair-related departments to resolve customer issues. * Must be able to effectively build and maintain both internal and external customer relationships. The Care Team Leaders will foster a positive relationship within the organization and demonstrate the Windstream Values and Brand at all times. * Care Team Leaders will be responsible for following up with customers to expedite the resolution of their issue. * Care Team Leaders will also be responsible for handling calls of a higher degree of complexity such as complex orders, Hosted Voice, and ITS issues. * Care Team Leaders must demonstrate the ability to successfully identify revenue and retention opportunities with a solutions selling approach. Representatives must be able to effectively use selling skills to achieve a minimum expectation for upsell conversions rates based on the current product/service offerings available in Care. Care Team Leaders will be responsible for following up with pending renewal contacts to assist customers in the process. * Care Team Leaders will be responsible for assisting agents in the Chat Rooms by answering questions and providing guidance. * Care Team Leaders will assist in the training of new employees and cross-training of skills across the Care organization.

* Care Team Leaders will assist the Care management team with assignment of work, monitoring of call queues, and general administrative tasks.

Qualifications

Required Skills/Competencies:

* 2 successful years in a call center environment

* Proven track record of success against assigned goals as a Care Rep I at Windstream * Effective verbal and written communication skills. * A true passion for customer service – feeling satisfaction that you were able to help someone, especially with difficult situations. * Outstanding time management and work prioritization skills. You should be someone who enjoys toggling through multiple screens, having a full “to-do” list, enjoy constant contact and talking to many different people each day. * Intermediate –level competence using a Windows-based environment. * Ability to investigate and understand a customer issue. * Ability to educate customers on the telecom solutions that Windstream offers. * Be exceptional at diffusing tough situations by using various communication methods/strategies depending on the audience. * Demonstrated customer responsiveness and ability to generate customer confidence as measured in our customer survey results. * Demonstrated insight and judgment in knowing when and how to seek help. * Comfortable working in a structured environment. * Flexible in working varied shifts, including weekends. * Self-confident with a can-do attitude and keen interest in taking on and surpassing challenges. * Excellent selling skill to achieve expected sales conversion rates when Upselling products/Value Added Services available to the Care team. * Ability to work autonomously and deliver results with little supervision. * Desire to help others achieve. * Passion for Windstream and demonstration of Windstream’s core values at all times.

Minimum Education:

High School Diploma or GED

Primary Location:

*US-New York-Rochester

Job Category:

*Customer Service

EEO Statement:

Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer. Windstream is a drug-free workplace.

Requisition ID:

17004005

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4 days 13 hours ago

Windstream Communications.

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Customer Care Rep III Windstream Communications. - Rochester, NY, United States

   

Location: Rochester, NY

Company Profile:
Windstream Corp. (Nasdaq: WIN) is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, phone and digital TV services to consumers primarily in rural areas. Windstream has more than $6 billion in annual revenues and is listed on the S&P 500 index. The company's corporate headquarters is in Little Rock, Ark. Windstream Holdings, Inc. provides communications and technology solutions in the United States. The company offers managed services and cloud computing services to businesses, as well as broadband, voice, and video services to consumers primarily in rural markets. Its primary business service offerings include integrated voice and data services, multi-site networking, data center services, managed services, high-speed Internet, voice services, and carrier services.