WindStream Communications Monitor/Coach in Charlotte, North Carolina
This is a challenging role within the Sales organization supportingtheConsumer &SMB customer base for Windstream. In this position you will monitor customer and rep interactions and evaluate performance against a set ofcriteria.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
**Monitor and evaluate front line representatives who support and sell to Windstream customers.
**Provide written and face to face coaching feedback to the representatives on call quality.
**Calibrate scoring and coaching with both Quality Assurance team and center management.
**Participate in Customer Survey process as directed by management. This may include additional analysis of customer interactions, coaching, completing call backs to surveyed customers on their interaction with Windstream.
**Responsibilities include assisting with projects on an as needed basis. Collaboration and follow up with multiple departments is key to successful implementation.
**Engage other internal departments when needed to ensure customer’s questions/issues are resolved in a timely manner.
**Other duties may be assigned.
EDUCATION and/or EXPERIENCE
Preferred: Bachelor’s degree with 1-3 years professional level experience
Preferred: 1-2 years prior Customer Care, Sales or Account Management experience preferred
CERTIFICATES / LICENSES - None
DESIRED WORK TRAITS & SKILLS:
*Ability to work independently *Effective time management and organizational skills *Excellent verbal communication skills, using empathy *Excellent interpersonal and written communication skills *Keen attention to detail and strong problem solving skills *Strong stress management skills *Ability to handle fast-paced, intense work for extended periods of time. *Ability to adapt & assimilate in a constantly changing environment
College degree and 1-3 years professional level experience; or 5 years professional level related experience; or an equivalent combination of education and professional level related experience required.
Primary Location: *US-North Carolina-Charlotte
Job Category: *Customer Service
EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to
Requisition ID: 18002369