Remote Customer Service Specialist

Kinetic, a business unit of Uniti, provides fiber internet, whole-home Wi-Fi, internet security, and voice services across the United States. The Remote Customer Service Specialist handles inbound customer care calls, resolves billing and service issues, supports customer accounts, and recommends products and services while helping improve customer satisfaction, retention, and revenue.

Responsibilities:

• 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

Requirements:

• 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
• 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
• 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%
• Hearing: Continuously: 67-100%
• Near Vision: Continuously: 67-100%
• Far Vision: Occasionally: 0-33%
• Peripheral Vision: Occasionally: 0-33%