Customer Care Specialist I - Residential

Job Description:

At Cable One and our family of brands, we keep our customers and associates connected to what matters most.

For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

As a Customer Care Specialist, you will serve as a vital link between Cable One and its customers.

You will be able to operate within one of our fabulous locations, greeting guests in person as well as via phones.

You will be responsible securing new recurring revenue from residential prospects and securing new incremental revenue from existing customers.

This is an opportunity to provide direct-to-customer customer service.

We are looking for people with warm smiles, genuine customer service and positive attitudes to join our team.

What you will do to contribute to the company's success


* Gains familiarity with Customer Care concepts, procedures and methodologies.


* Performs entry-level assignments within a specific region or business area.


* Responds to customer-generated tickets and provides thoughtful, personalized communication.


* Asks questions and actively listens to customers to understand their issues, demonstrating respect and concern at all times.


* Providing billing and pricing information to customers.


* Resolving standard issues remotely and/or educates customers on steps for issue resolution (i.e., for price, billing or payment questions).


* Performing add, change, delete requests in hosted platforms.


* Scheduling service appointments if the problem cannot be remotely resolved.


* Training customers in product use and functionality.


* In all cases, follows established procedures, escalating difficult or unexpected issues to more senior team members or supervisor for help and/or resolution.


* Promotes Cable One products, features and services for potential upselling.


* Follows up with customers to ensure satisfactory issue resolution.


* Learns and complies with Cable One Customer Care practices and policies.

Qualifications



* A minimum of one year of proven sales experience; or 2 years of college; or equivalent combination of sales experience and college education


* Stable work history


* Must have a valid driver's license, reliable transportation/vehicle where applicable and automobile insurance as required by Sparklight


* Maintain proper appearance/attitude at all times to represent Sparklight in the community


* Must have basic mathematical and computer skills


* Must be able to work in adverse weather conditions, walk for extensive periods of time, and lift up to 50 pounds


* Proficient time management skills and ability to prioritize


* Must demonstrate strong written and verbal communication skills

Core Competencies



* Committed: Values each and every customer, while working har...