Kinetic, a business unit of Uniti (http://www.uniti.com/) (NASDAQ: UNIT), is a premier insurgent provider of multi-gigabit fiber internet, whole-home Wi-Fi, internet security, and voice services in 1,400 markets across 18 states in across the U.S. Additional information about Kinetic is available at www.GoKinetic.com
About the Role
As a Remote Customer Service Specialist within our Kinetic Next Gen team, you will be delivering an exceptional customer experience for our fiber and cable customers. In this role, you will handle inbound customer care calls, helping customers with billing questions, service concerns, account support, and product needs.
This role is about much more than answering calls - it is about helping customers stay connected, solving problems with urgency and empathy, and making every interaction a positive one. Our customers count on us to provide reliable service and trusted support, and this position plays a key role in building loyalty and confidence in the Kinetic brand.
Success in this role is built on the three core pillars of customer care:
Resolve the issue - address the customer's immediate need with accuracy and ownership
Prevent the next - reduce repeat calls by identifying root causes, educating the customer, and proactively addressing future concerns
Position new products and services - recommend solutions that improve the customer's experience and meet their evolving needs
This position has a direct impact on important business and customer care outcomes, including First Call Resolution, reducing repeat contacts, improving customer satisfaction, retaining customers, and growing revenue. * This position can be filled remotely in the following markets: Harrison, AR; Newton, IA; Baldwin, GA; Dalton, GA; and Charlotte , NC.***
What You'll Do:
Handle inbound customer care calls in a fast-paced call center environment
Resolve billing questions, service concerns, and account issues with a focus on First Call Resolution and reducing repeat contacts
Deliver a best-in-class customer experience through empathy, professionalism, and problem-solving
Proactively work to reduce repeat calls by addressing root causes and helping prevent future issues
Educate customers on their accounts, services, billing, and available options
Use a consultative approach to recommend and position new products and services based on customer needs
Access and update customer accounts while speaking with customers
Maintain knowledge of products, services, systems, and industry updates
Support team goals related to customer satisfaction, retention, and growth
Do You Have?
Strong communication skills and the ability to build rapport with customers over the phone
A genuine passion for helping customers and creating a positive experience
The ability to manage multiple priorities in a fast-paced environment
Strong judgment and problem-solving skills
Comfort navigating multiple computer systems while actively engaging with customers
A team-oriented mindset and the ability to handle challenging situations with professionalism
Willingness to learn product knowledge, billing systems, and sales techniques
Flexibility to work rotating schedules, including evenings, weekends, holidays, and overtime as needed
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
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Our 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
Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.
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 (CORP.HRlegal@uniti.com) 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.
Job Details
Job Family Customer Service
Job Function Residential Call Center
Pay Type Hourly
