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Customer Care Representative I

Arab, AL

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General Summary: As a key member of the Customer Care Team, the Care Representative assists customers with concerns and questions about their Windstream account and/or services. This person will work to resolve issues directly with customer and also be a customer advocate when the issue requires engaging multiple departments to achieve resolution. A Care Representative 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. Job 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 Representative will foster a positive relationship within the organization and demonstrate the Windstream values and brand at all times. * Care Representative 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. Preferred Skills: * 2 successful years in a call center environment. * 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 Minimum Requirements: High School diploma or equivalent and 2 years experience with 1-2 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.SDL2017

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