SMB Care Representative

Job Description 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. As Kinetic, Windstream offers bundled services, including premium broadband, security solutions, voice, and digital TV to consumers through an enhanced fiber network. 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: The SMB Care Representative handles inbound calls in a call center environment on a variety of subjects. What You'll Do: Resolve customer inquiries, billing issues and product/service concerns Explain and save products and services to existing customers Access and update customer accounts through computer-based systems with the customer on the phone Gains and maintains product/service knowledge, working knowledge of telephony technology and industry updates Be able to work between the hours of 8am - 6pm ET Monday through Friday (NOTE: overtime may be required) Other duties as assigned Do You Have? Good telephone communication skills and customer interface ability Capability to manage multiple priorities in a fast-paced environment, use proper discretion in evaluating/elevating customer issues, work as a team player, and defuse difficult situations PC skills (Windows), 10-key and keyboarding skills The ability to take initiative and accountability in obtaining general knowledge of billing systems and order entry Ability to work flexible hours on a rotating schedule including evenings, holidays and weekends. Also, overtime may be required. Even Better: At least one year of call center experience, preferably in the telecommunications industry Relevant systems knowledge Bilingual (Spanish/English) skills are a plus Sales experience is a plus 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 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 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 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.