Customer Service Analyst 1 in , OH at Windstream

Date Posted: 6/25/2022

Job Snapshot

  • Employee Type:
  • Location:
    , OH
  • Job Type:
  • Experience:
    0 to 3 year(s)
  • Date Posted:

Job Description

Job ID:22003103
  • Initial training of new hires, internal and external
  • Uptraining of agents on new products and services
  • Review/research new tech
  • Assist in development of Sales Force knowledgebase.
  • Internal QA (Coaching to be done by manager)
    • 2 QAs per agent per month done Bi-weekly.
  • Audit Vendor QAs o Document and provide results of audits.
  • Routine call listening and chat audits to ensure agents (internal and external) are complying.
    • Identify any individual knowledge gaps
    • Identify new training needs for the team based on call listening activities.
  • Lead weekly call quality calibration discussion with Vendor and Windstream Management.
  • Review Medallia alerts for areas of opportunity.
  • Provide weekly updates of all call/chat review to Windstream Management
  • Attending calls and meetings as required
  • Other duties as assigned.

Job Requirements

Minimum Requirements: College degree and 0-3 years professional level experience; or 4 years professional level related experience; or an equivalent combination of education and professional level related experience required.

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, 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.