Consumer CARE & Retention Lead in Charlotte, NC at Windstream

Date Posted: 11/13/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    1720 Galleria Boulevard
    Charlotte, NC
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:
    11/13/2020

Job Description

Job ID:20003421
“Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and wellbeing of our employees, customers, partners and communities is our top priority.”

Consumer Care/Retention - Team Lead
Description: The role of a Consumer Care/Retention Team Lead is to provide general and administrative support to the agents and teams they are assigned. The Team Lead should proactively and reactively support and handle customer requests as well as other assigned support and enablement tasks. A professional approach to each interaction with customers and agents is critical to ensure we provide a world class Customer and Employee Experience. 

The Consumer Care/Retention - Team Lead responsibilities include but are not limited to: 
  • Manage all specifically assigned support and offline functions for the teams they are assigned to support.
  • Effectively handle escalated customer service issues.
  • Diffuse customer situations – orally or written.
  • Provide general administrative support to Supervisors and front line team members. 
  • Assist in driving productivity through positive messaging and support.
  • Monitor resource manager throughout the day and look for and exploit opportunities to improve efficiency and adherence. 
  • Reports coordination and production when specifically assigned to develop or pull reports by the supervisors or other members of the leadership team.
  • General enablement support to supervisors to free up the supervisors’ time for employee coaching and development.
  • Huddle preparation support.
  • Conduct huddles when the supervisor is absent or unavailable. 
  • Process review and feedback. Scrutinize the weekly huddle agenda and process changes to ensure they are accurate, understandable and executable. Provide feedback when that is not the case.
  • Review team and common barriers feedback on a weekly basis and provide feedback to the leadership team on barrier removal opportunities. 
  • Support the development and administration of team and center promotions. 
  • Update visual boards in team areas. 

The Consumer Care/Retention - Team Lead responsibilities do NOT include: 
  • Delivering disciplinary action or feedback to employees.
  • Providing formal coaching to employees.
  • Administering the attendance policy.
  • Handling pay, promotion and commission disputes.
  • Developing and administering performance improvement plans (PIPs). 
  • New hire interviews.
  • Scoring calls using the QA process.  

Job Requirements

Minimum Requirements: 2 years of Customer Services/Retention experience or General Business Experience and 1 years Telecomm experience. High school degree or GED required. College degree preferred. Bilingual (Spanish/ English) skills a plus.

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.