Lead Customer Service Rep

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.

[Position Summary]

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*applicable only to remote option positions] We are open to hiring remote if we find the right talent in any of these states (AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT, VT).

Scheduled hours will be 7am-4pm PST/ 8am-5pm MST/ 9am-6pm CST

Tuesday - Saturday.

10-hour Shift available Wednesday - Saturday

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

Performs all essential duties and responsibilities of a Customer Care Specialist
Ability to assist and answer complex associate calls and help facilitate first call resolution.
Ability to efficiently solve advanced billing and service issues independently
Ability to multitask effectively in a fast-paced environment
Sets an example of desired associate performance through demonstrated high levels of professionalism
Achieve and consistently exceed established goals in metric requirements for efficiency, service excellence, and quality assurance
Promote a positive work environment through effective communication and mentorship of associates
Assists with training efforts of new associates
Communicates accurate information to responsible internal support parties regarding patterns of service issues and billing problems for appropriate and prompt resolution
Support leadership team with tasks including but not limited to processing billing request forms, reviewing recorded calls in response to customer disputes, order entry of marketing lists provided, and making follow-up outbound calls to customers in response to surveys received
Performs other duties and projects as assigned.

Qualifications

Associate degree or equivalent work experience
3 or more years of call center experience
Strong knowledge of products, services, systems, and policies within Sparklight's Residential Customer Care Department
Excellent customer service and conflict resolution skills
Consistently meets and/or exceeds current role's performance measurements
Excellent verbal and written communications skills
Proficient in MS Word, MS Excel, MS PowerPoint
Communicates effectively with customers, employees, and managers
Must be able to work in a team environment where teamwork is key
Self-motivated and excels with minimal level of supervision and guidance
Shows judgement and initiative to accomplish job duties
Ability to work weekends and extended hours as needed

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 wit...