Consumer Retention Specialist

About the Role

The Consumer Retention Specialist is a work from home position that handles interactions with Kinetic customers who are considering disconnecting their services. The role is primarily responsible for saving customers from disconnecting their service, both reactively and proactively. This is achieved by offering special retention offers, troubleshooting repair issues (including inputting repair tickets), offering faster internet speeds, and other add-on services that may help retain the customer.

A key goal with every interaction is that, whether the customer is saved from disconnecting or not, each conversation must be the last one the customer needs to have to resolve their initial inquiry 100%. Consumer Retention Specialists are expected to resolve customers’ needs during each call by educating, explaining, and saving products and services while achieving low repeat caller statistics, high customer satisfaction, and last call resolution results.

This position has the opportunity to earn an additional monthly bonus in the form of commissions.

This position is being filled remotely in the states of Arkansas, Arizona, Florida, Georgia, Iowa, North Carolina, South Carolina, and Texas.

What You'll Do

• Be the voice of the customer and a customer advocate to the leadership team.
• Handle calls in a remote work from home environment from customers threatening to disconnect, shop around, or are at high risk to disconnect their Kinetic products and services.
• Have a last-stop-shop mentality when resolving customer inquiries; own whatever a customer may inquire about or need resolved.
• Log customers’ reasons for calling and resolution taken using the Retention Recommender.
• Use Retention team-only save offers and escalation procedures to prevent customers from disconnecting.
• Explain, retain, and sell products and services to existing customers as needed.
• Other duties as assigned.

Do You Have?

• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to multi-task, prioritize daily tasks, and perform successfully in a fast-paced environment.
• Must have land-based home internet service (e.g., Fiber, Cable, or DSL) with a minimum 25 Mbps download speed.
• Work environment must be distraction-free and abide by Uniti’s Work from Home policy.
• Must be able to work any shifts within the team operating hours: Monday–Friday, 7:00 am EST–8:00 pm EST and rotational Saturdays from 8:30 am EST–5:00 pm EST.

Even better: Bilingual (Spanish/English) skills are a plus.

Minimum Requirements

• High school diploma or equivalent and at least 6 months of experience.
• College hours or a college degree may be substituted for some 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

Benefits

• Medical, Dental, Vision Insurance Plans
• 401(k) Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan