ES Enterprise Ops - Specialist-Cust Experience - WindStream Communications
Boston, MA
About the Job
Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.
+ Kinetic is a premier internet solutions provider on a mission to deliver ultra-fast, reliable internet to consumers and small businesses across the U.S., helping them Internet better™.
+ Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients.
+ Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises.
The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities!
_________________________________________________________
About the Role:
Windstream’s Customer Experience teams are responsible for fulfilling the day-to-day customer projects and initiatives in support of their evolving business needs, including merger & acquisition activity, moves, adds, changes, and disconnects of existing services, billing clarifications and correction. The role ranges from simple requests to large scales, hundreds of orders projects for your assigned base of customers – this senior position must be comfortable as mostly self-autonomous within fast paced environment and coaching junior representatives on handling various scenarios. Customer Experience is responsible for driving the customer satisfaction to or past the level that enables renewal activity each month, and partner with the retention teams to ensure accurate execution. This engagement positions Windstream to deepen, strengthen, and reinforce customer relationships throughout the customer lifecycle and all customer touch points that combine to create the customer experience. By supporting the customer experience from solution design throughout onboarding, provisioning, end user launch, ongoing adoption and evolutionary product engagement, the ultimate focus is always ensuring customers realize the value of the Windstream solutions.
What You’ll Do:
+ Increase customer satisfaction and minimize churn of assigned clients by quickly and effectively addressing concerns, proactively communicating with clients on state of current changes, and set expectations for future needs, providing timely communication, setting appropriate expectations, and following through on commitments
+ Identify customer experience impact trends, including impacted revenue and relationship for both your base of customers, and any junior representatives you coach/mentor.
+ Coordinate interdependent request, projects, and initiatives within the customer experience for customers billing $75k+ monthly recurring revenue.
+ Partner with the back office to determine root cause of issues, represent the business’ requirements, analyze for root cause, determine fix, launch, drive, and track fix activities to resolution.
+ Enable and maintain customer reference data by product, providing engagement oversight.
+ Develop content that is easily consumable by multiple comprehension styles that quickly provides the required process steps, including preparatory work and how to validate successful milestone achievement and conclusion.
+ Measure and monitor key performance indicators (KPI’s) to adhere to service level objectives
+ Provide regular flow of case, email, and system responses for course correction supporting a customer need.
+ Constant engagement via phone and email serving as the primary day-to-day contact for assigned customer base
+ Act as the overall customer champion to resolve any issues with internal business units
+ Research, maintain, correct, and update respective systems with accurate account information
+ Address all Billing & Collections questions, assist with location Moves, Adds, Changes, & Delete requests, and general service inquiries for assigned customer base
+ Maintain database of key customer information to ensure seamless treatment across multiple workgroups
+ Grow and evolve base understanding of all Windstream products and services to better consult with customers
+ Provide reporting and/or status of account to upper management as needed.
+ Other duties assigned by management.
+ You will report to a Manager, Customer Success
Do You Have?
+ High level of comfort quickly and effectively fulfilling customer requests, and providing updates internally on behalf of customers
+ Demonstrable excellence in time management, including self-starting ability of inbound work request management
+ Ability to manage and communicate a clear vision of what’s needed, next steps, and milestones
+ Strong interpersonal skills, in conjunction with diplomacy skills to guide cross-functional teams on behalf of the customer experience
+ Desire to mentor and coach junior representatives
+ Ability to organize documentation and updates to relevant knowledge bases
+ Ability to work with peers, colleagues, executives/senior leadership team effectively
+ Strong business acumen displaying comfort in making decisions balanced between customer needs and Windstream financial principles
+ Strong problem solving skills with the ability to balance between multiple competing top priorities, with emphasis on risk mitigation
+ Undergraduate degree B.S. or B.A. or equivalent experience
+ 5+ years of telecommunications experience, including data (Internet and web related products), local, long distance and other associated products and features required.
+ 5+ years previous customer account management/support experience
+ Experience with Microsoft Office Suite (Outlook, Word, Excel and Powerpoint are key)
+ Outstanding oral and communication skills
+ Ability to deal effectively with a fast-paced environment
+ Excellent organizational skills / ability to manage work load efficiently and effectively
+ Displays flexibility in adapting to changing technologies and procedure
Even Better:
+ Experience: 5+ years in account management, customer success, project management, or event management
+ Familiarity with managed networking and security technologies
+ Certifications or training directly related to the position.
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
+ Identity Theft, Legal, Auto & Home and Pet Insurance
+ https://windstreambenefits.com
About US:
Windstream Holdings, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.
EEO Statement:
Windstream is an equal opportunity employer. At Windstream, 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, national origin, gender, sexual orientation, gender identity, age, disability and Veteran status. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.
_________________________________________________________
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
+ Identity Theft, Legal, Auto & Home and Pet Insurance
+ https://windstreambenefits.com
Windstream CIB Statement:
Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.
Our Employee Resource Groups:
+ WinVets – Veteran Employee Resource Group
+ WOW – Women Employee Resource Group
+ WINPRIDE – LGBTQ+ Employee Resource Group
+ WBPN – Black Professional Resource Group
+ WARG – Ability Resource Group
+ LaFamilia –Hispanic Resource Group
+ AAPI - Asian American Pacific Islander Resource Group
Windstream is an equal opportunity employer. At Windstream, 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, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Notice to Non-U.S. Citizens: Windstream, 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 Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Windstream’s network. _If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@windstream.com as soon as possible for information on Windstream’s foreign personnel disclosure and approval requirements._
Job Details
Job Family Sales
Job Function Sales Support
Pay Type Hourly
+ Kinetic is a premier internet solutions provider on a mission to deliver ultra-fast, reliable internet to consumers and small businesses across the U.S., helping them Internet better™.
+ Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients.
+ Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises.
The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities!
_________________________________________________________
About the Role:
Windstream’s Customer Experience teams are responsible for fulfilling the day-to-day customer projects and initiatives in support of their evolving business needs, including merger & acquisition activity, moves, adds, changes, and disconnects of existing services, billing clarifications and correction. The role ranges from simple requests to large scales, hundreds of orders projects for your assigned base of customers – this senior position must be comfortable as mostly self-autonomous within fast paced environment and coaching junior representatives on handling various scenarios. Customer Experience is responsible for driving the customer satisfaction to or past the level that enables renewal activity each month, and partner with the retention teams to ensure accurate execution. This engagement positions Windstream to deepen, strengthen, and reinforce customer relationships throughout the customer lifecycle and all customer touch points that combine to create the customer experience. By supporting the customer experience from solution design throughout onboarding, provisioning, end user launch, ongoing adoption and evolutionary product engagement, the ultimate focus is always ensuring customers realize the value of the Windstream solutions.
What You’ll Do:
+ Increase customer satisfaction and minimize churn of assigned clients by quickly and effectively addressing concerns, proactively communicating with clients on state of current changes, and set expectations for future needs, providing timely communication, setting appropriate expectations, and following through on commitments
+ Identify customer experience impact trends, including impacted revenue and relationship for both your base of customers, and any junior representatives you coach/mentor.
+ Coordinate interdependent request, projects, and initiatives within the customer experience for customers billing $75k+ monthly recurring revenue.
+ Partner with the back office to determine root cause of issues, represent the business’ requirements, analyze for root cause, determine fix, launch, drive, and track fix activities to resolution.
+ Enable and maintain customer reference data by product, providing engagement oversight.
+ Develop content that is easily consumable by multiple comprehension styles that quickly provides the required process steps, including preparatory work and how to validate successful milestone achievement and conclusion.
+ Measure and monitor key performance indicators (KPI’s) to adhere to service level objectives
+ Provide regular flow of case, email, and system responses for course correction supporting a customer need.
+ Constant engagement via phone and email serving as the primary day-to-day contact for assigned customer base
+ Act as the overall customer champion to resolve any issues with internal business units
+ Research, maintain, correct, and update respective systems with accurate account information
+ Address all Billing & Collections questions, assist with location Moves, Adds, Changes, & Delete requests, and general service inquiries for assigned customer base
+ Maintain database of key customer information to ensure seamless treatment across multiple workgroups
+ Grow and evolve base understanding of all Windstream products and services to better consult with customers
+ Provide reporting and/or status of account to upper management as needed.
+ Other duties assigned by management.
+ You will report to a Manager, Customer Success
Do You Have?
+ High level of comfort quickly and effectively fulfilling customer requests, and providing updates internally on behalf of customers
+ Demonstrable excellence in time management, including self-starting ability of inbound work request management
+ Ability to manage and communicate a clear vision of what’s needed, next steps, and milestones
+ Strong interpersonal skills, in conjunction with diplomacy skills to guide cross-functional teams on behalf of the customer experience
+ Desire to mentor and coach junior representatives
+ Ability to organize documentation and updates to relevant knowledge bases
+ Ability to work with peers, colleagues, executives/senior leadership team effectively
+ Strong business acumen displaying comfort in making decisions balanced between customer needs and Windstream financial principles
+ Strong problem solving skills with the ability to balance between multiple competing top priorities, with emphasis on risk mitigation
+ Undergraduate degree B.S. or B.A. or equivalent experience
+ 5+ years of telecommunications experience, including data (Internet and web related products), local, long distance and other associated products and features required.
+ 5+ years previous customer account management/support experience
+ Experience with Microsoft Office Suite (Outlook, Word, Excel and Powerpoint are key)
+ Outstanding oral and communication skills
+ Ability to deal effectively with a fast-paced environment
+ Excellent organizational skills / ability to manage work load efficiently and effectively
+ Displays flexibility in adapting to changing technologies and procedure
Even Better:
+ Experience: 5+ years in account management, customer success, project management, or event management
+ Familiarity with managed networking and security technologies
+ Certifications or training directly related to the position.
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
+ Identity Theft, Legal, Auto & Home and Pet Insurance
+ https://windstreambenefits.com
About US:
Windstream Holdings, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.
EEO Statement:
Windstream is an equal opportunity employer. At Windstream, 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, national origin, gender, sexual orientation, gender identity, age, disability and Veteran status. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.
_________________________________________________________
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
+ Identity Theft, Legal, Auto & Home and Pet Insurance
+ https://windstreambenefits.com
Windstream CIB Statement:
Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.
Our Employee Resource Groups:
+ WinVets – Veteran Employee Resource Group
+ WOW – Women Employee Resource Group
+ WINPRIDE – LGBTQ+ Employee Resource Group
+ WBPN – Black Professional Resource Group
+ WARG – Ability Resource Group
+ LaFamilia –Hispanic Resource Group
+ AAPI - Asian American Pacific Islander Resource Group
Windstream is an equal opportunity employer. At Windstream, 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, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Notice to Non-U.S. Citizens: Windstream, 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 Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Windstream’s network. _If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@windstream.com as soon as possible for information on Windstream’s foreign personnel disclosure and approval requirements._
Job Details
Job Family Sales
Job Function Sales Support
Pay Type Hourly
Source : WindStream Communications
