Kinetic Next Gen Specialist

About the Role:

The Kinetic Next Gen Specialist handles inbound Care and Retention calls from Uniti's customers subscribed to Next Gen technology in a call center environment. The inbound calls are driven by a variety of different customer needs. The Next Gen Specialist is primarily responsible for resolving billing issues and questions, as well as product/service concerns for our top priority customers. Kinetic is constantly expanding our broadband speed and product offerings and our Next Gen Specialists are expected to educate, explain and ultimately sell our products and services to existing customers using a consultative sales process.

Uniti places a high value on candidates that thrive in an environment that emphasizes teamwork, accountability and possesses a deep willingness to serve customers and drive positive customer experiences in a fast-paced work environment.  This position can be filled remotely in the following markets: Harrison, AR; Baldwin or Dalton, GA; Newton, IA; and Charlotte, NC.

 

What You'll Do:

• Handles inbound calls in a call center environment on a variety of subjects from top tiered customers
• Resolves customer inquiries, billing issues and product/service concerns from customers subscribed to fiber, fixed wireless and all Next Gen technology
• Explain and sell products and services to new and existing customers
• Ensure one call resolution and complaint resolution
• 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
• Other duties as assigned

Do You Have?

• 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 multi-task, access and update customer records while simultaneously interacting with the customer while on the phone
• Ability to work flexible hours on a rotating schedule including evenings, holidays and weekends. Also, overtime may be required.

Minimum Requirements:

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.

 

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%  

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

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.