SMB Care Representative

Windstream Holdings Inc; Arkansas; Remote; USD 30,000 - 45,000; Full time

Job summary

A leading provider of advanced network communications is looking for an SMB Care Representative to deliver exceptional customer service. This vital role will involve managing customer inquiries across different platforms, ensuring satisfaction through prompt resolutions. Candidates should have strong communication skills, a problem-solving mindset, and flexibility to work in a fast-paced environment. Join a dynamic team where your contributions will significantly impact customer experience and operational success.

Benefits

401K Plan

Health & Flexible Savings Account

Life and AD&D Insurance

Educational Assistance Plan

Identity Theft Insurance

Qualifications

• Excellent communication skills with the ability to manage customer interactions effectively.
• At least 1 year of call center experience, particularly within the telecommunications industry.
• Ability to manage multiple priorities in a fast-paced environment while maintaining high-quality service.

Responsibilities

• Handle inbound calls from business customers, resolve inquiries and issues.
• Respond to inquiries from business customers through chat, portal requests, and emails.
• Connect with customers over the phone or through virtual channels, listening and responding appropriately.

Skills

Communication

Problem Solving

Technical Proficiency

Multitasking

Education

High School Diploma or equivalent

College hours or degree preferred

Tools

Customer relationship management systems

Job description

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.

• 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.
• 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!

_________________________________________________________

About the Role:

The SMB Care Representative is an integral member of our support team, responsible for providing exceptional customer service across multiple platforms. This role involves handling inbound IVR Business Retention and Care Tier II inquiries, as well as managing online chat, portal requests, and emails from business customers. The representative will ensure high levels of customer satisfaction by delivering prompt and effective resolutions while utilizing our systems and tools to manage customer interactions. ***This position is being filled virtually in one of the following states : South Carolina, North Carolina, Georgia, Texas, Kentucky, Arkansas, and Iowa.***

What You'll Do:

IVR Business Retention and Care Support:

• Handle inbound calls from business customers, resolve inquiries and issues related to retention and tier II support.
• Communicate effectively with customers to understand their needs and provide appropriate solutions.
• Manage escalations and ensure complex issues are addressed promptly.

Online Customer Management:

• Respond to and manage inquiries from business customers through chat, portal requests, and emails.
• Use our systems and tools to track interactions, update account details, and manage customer communications.
• Provide support and assistance with account inquiries and service requests.

Customer Interaction:

• Connect with customers over the phone or through virtual channels, listening and responding appropriately to their needs.
• Utilize discretion and skills to evaluate and de-escalate customer concerns.

Do You Have?:

Communication:

• Excellent communication skills (telephone, online, and written) with the ability to effectively manage customer interactions.
• Ability to connect with customers and respond appropriately to their needs.

Technical Proficiency:

• Strong proficiency in PC skills (Windows), including 10-key and keyboarding skills.
• Experience with customer relationship management systems and tools.

Problem Solving and Multitasking:

• Ability to take initiative and accountability in obtaining knowledge of billing systems and order entry.
• Proven ability to manage multiple priorities in a fast-paced environment while maintaining precision and high-quality service.

Flexibility:

Must be able to work a flexible schedule, including evenings, holidays, weekends, and overtime when necessary.

Even Better:

Experience:

• At least 1 year of call center experience, particularly within the telecommunications industry.
• Previous experience in a sales role is a plus.

Education:

High School Diploma or equivalent; College hours or degree preferred.

Additional Skills:

• Bilingual (Spanish/English) skills are advantageous.
• Familiarity with Windstream products and telecommunications knowledge.

This position offers a dynamic work environment where you will play a crucial role in enhancing customer satisfaction and operational efficiency. If you are detail-oriented, thrive in a fast-paced setting, and possess the skills outlined above, we encourage you to apply.

High School diploma or equivalent and at least 6 months experience

Physical Tasks - Sitting and Stationary : 67-100% | Car rying: 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

_________________________________________________________

• 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 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, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.

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 [e-mail] as soon as possible for information on Windstream’s foreign personnel disclosure and approval requirements.