[Remote] SMB Care Representative
Note: The job is a remote job and is open to candidates in USA. Windstream provides high-speed broadband Internet, phone service, and Digital TV packages to residential customers. The SMB Care Representative handles inbound calls in a call center environment, resolving customer inquiries and billing issues while maintaining product knowledge.
Responsibilities
- Resolve customer inquiries, billing issues and product/service concerns
- Explain and save products and services to existing customers
- 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
- Utilize systematic resources as needed to perform tasks
- Other duties as assigned
Skills
- 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 work a schedule from 8:00 am – 6:00 pm ET Monday – Friday (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
- At least 1 year of call center experience, preferably in the telecommunications industry
- Relevant systems knowledge
- Bilingual (Spanish/English) skills are a plus
- Sales experience is a plus
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
Company Overview
