Monitor/Coach in Charlotte, NC at Windstream

Date Posted: 7/9/2018

Job Snapshot

Job Description

Job ID:18002369

This is a challenging role within the Sales organization supporting the Consumer & SMB customer base for Windstream.  In this position you will monitor customer and rep interactions and evaluate performance against a set of criteria. 

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


Job Requirements

Minimum Requirements:

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.

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