Kinetic Customer Experience Specialist

Kinetic, a business unit of Uniti (NASDAQ: UNIT), is a premier insurgent provider of multi-gigabit fiber internet, whole-home Wi-Fi, internet security, and voice services in 1,400 markets across 18 states in across the U.S.  Additional information about Kinetic is available at www.GoKinetic.com

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About the Role:

The Client Support Specialist is responsible for delivering exceptional support to assigned clients, ensuring a high level of customer satisfaction, retention, and issue resolution. This role serves as a primary point of contact for customers, acts as an internal advocate on their behalf, and works cross-functionally with multiple departments to resolve concerns efficiently and effectively. The Client Support Specialist also supports reporting, trend analysis, and continuous improvement efforts to enhance the customer experience and reduce churn. This position can be filled remotely anywhere within the country.

What Youll Do:

Client Support & Relationship Management

• Serve as the primary phone and email contact for an assigned customer base
• Act as the customer advocate and champion to resolve issues with internal business units
• Build and maintain strong client relationships through proactive communication and timely follow-up
• Conduct quarterly account reviews with assigned clients to discuss current service levels and future needs
• Meet face-to-face with clients as requested

Issue Resolution & Escalation Support

• Address customer concerns quickly and effectively to increase satisfaction and minimize churn
• Ensure customers are kept informed throughout the resolution process
• Function as an escalation point for customer issues as needed
• Coordinate with internal departments to ensure prompt and accurate issue resolution
• Communicate with Financial Services regarding customer issues to help prevent service suspension

Account Maintenance & Administrative Support

• Research, maintain, and update systems with accurate account information
• Maintain a database of key customer information to ensure consistent support across multiple workgroups
• Handle billing and collections questions, service inquiries, and customer requests such as moves, adds, changes, and deletes

Reporting & Process Improvement

• Review activity logs and reports to ensure individual and departmental goals are being met
• Track, trend, and report customer activity and dissatisfaction issues
• Identify patterns and recommend process improvements to enhance service delivery and retention efforts
• Attend departmental meetings and provide input on customer trends and support needs
• Participate in weekly meetings to discuss individual, departmental, and company objectives

Collaboration & Special Projects

• Interface with operations and other internal departments to ensure a higher level of support for customers
• Support special projects as assigned by management
• Contribute to a customer-focused culture centered on service excellence, responsiveness, and continuous improvement

Do You Have?

• Strong customer service and relationship management skills
• Excellent verbal and written communication skills
• Ability to manage multiple priorities and follow through on commitments
• Strong problem-solving and conflict-resolution abilities
• Ability to analyze trends and use reporting to support retention strategies
• Proficiency with customer account systems and databases
• Ability to work collaboratively across departments

Even Better:

• Proven ability to improve customer satisfaction and retention
• Experience supporting high-value or complex customer accounts
• Strong attention to detail and organizational skills
• Ability to work independently while managing a partial customer base

Minimum Requirements:

High School diploma or equivalent and 5+ years experience with 3+ years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

The compensation range for this position is from $41,700 - $51,400. Our compensation approach is designed to be fair and competitive. Pay for this role is based on factors such as your experience, skills, education, and location.

Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Reaching: Occasionally: 0-33% |Lifting-Lowering >1-15 lbs: Occasionally: 0-33% >15-30 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, Copier

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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

Uniti is an equal opportunity employer. At Uniti, 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, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.

Actual base pay for this job will depend on the candidates primary work location and other factors, such as relevant skills and experience.

Notice to Non-U.S. Citizens:Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti's network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti's foreign personnel disclosure and approval requirements.

Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate's written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.