WindStream Communications Agent Support Specialist in King of Prussia, Pennsylvania
Responsible for fielding inbound inquiries for assigned base to include Repair, MAC and Billing calls
Must serve as a first level escalation point for customers after normal business hours
Will have a required minimum for proactive contacts made to assigned account base
Required to attend customer meetings as requested by customers or Sales
Must provide proactive and timely updates on open trouble tickets and pending orders
Responsible to keep notes in Open Café updated with status and all contacts made to customer
Required to be relationship building experts – forging alliances with assigned base
Must be able to prepare post mortems as requested by either internal or external sources
Must act as a back up to team for coverage as needed to ensure timely response to customer or agent inquiries
This group also has the responsibility to bring to the table any issues that need to be addressed in any department within Windstream in an effort to reduce Churn and ensure Customer Satisfaction. Must be able to objectively evaluate an issue and identify the root cause.
High School diploma or equivalent and 4 years experience with 3 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.
Primary Location: *US-Pennsylvania-King of Prussia
Job Category: Operations
Requisition ID: 18002780
Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.