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 be r esponsible for securing new recurring revenue from residential prospects and securing new incremental revenue from existing customers by pro-actively communicating with the prospect or customer through in person visits.

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.


* With guidance, assists with or performs a range of customer support duties, including:


* 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).


* Tracking down information needed to accurately and appropriately respond to customer questions and needs.


* Arranging product returns / exchanges.


* 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.


* Documents customer inquiries, status and resolution.


* 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 Customer Service experience; or 2 years of college; or equivalent combination of Customer Service 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



* 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 hard to keep their business and support our communities.

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