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Customer Care Representative I
ROCHESTER NY 14608
Category: Telecommunications
  • Your pay will be discussed at your interview

Job code: lhw-e0-90673643

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Windstream Communications

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Summary

  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
       
  2 Views, 0 Applications  
 
Customer Care Representative I

*General Summary:*
As a key member of the Customer Care Team, the Care Representative assists customers with concerns and questions about their EarthLink 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 EarthLink features/ services to continue to grow the customer's relationship with EarthLink.

*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 ofWindstream'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 otherWindstreamservice/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 theWindstreamValues 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 EarthLink 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.


**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 including minority/female/disability/veteran; Without regard to**

**Requisition ID:** *18001900*

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