Customer Care Specialist 1 Residential

Job Description:

At Sparklight, a Cable One brand, 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.

The Customer Service Representative will serve as a role model/mentor and provides leadership in the areas of customer service.

This is an in-office role, Monday through Friday.

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


* Handles high in-bound call volume covering a full range of customer service inquiries.

(Upgrades/downgrades of service, video troubleshooting, modem registration and billing).


* Responds to inbound customer calls and assists customers face-to-face in the front office as needed.


* Provides customers with a clear understanding of charges, prorates, billing cycles, payment methods and customer equipment.


* Correct errors or discrepancies on customer billings as necessary.

Process customer transactions and respond to inquiries in a responsive, timely and accurate manner.


* Enter account information into billing system with a high degree of accuracy to execute transaction.


* Participates in ongoing training to increase skill level and productivity.


* Maintains and sustain all Sparklight Communications' CSR performance expectations as related to Quality Assurance, CSR scorecard metrics (such as Availability, Talk Time, etc.), attendance and one-call resolution goals.


* Maintains working knowledge of all Sparklight products, services and their features.


* Works with customers to achieve customer satisfaction by meeting their needs with Sparklight products and services.


* Applies all sales and service skills/techniques acquired from the Standard Operation Procedure during all interactions with customers.


* Note: All the essential functions of this position are not included in this posting.

Qualifications


* High school diploma or general education degree (GED); or one to three months related experience and/or training in a customer service environment; or equivalent combination of education and experience.


* Requires excellent oral and written communication skills while assisting and interacting with Sparklight's customers and associates.


* Strong data entry and computer skills.


* Requires the ability to operate office equipment (copiers, phones, computers, etc.).


* The position requires the ability to learn and stay informed of products and services offered by Sparklight.

Core Competencies


* Committed: Values each and every customer, while working hard to keep their business and support our communities.


* Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.


* Proactive: Understand what our customers nee...