Customer Care Specialist

2 weeks ago

Phoenix, United States Empereon Marketing Full time

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 responsible 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 companys 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, always demonstrating
respect and concern.
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
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
Sparklights customers and associates.
Strong data entry and computer skills.
Requires the ability to operate office equipment (copiers, phones, computers, etc.).
Requires efficient and accurate handling of money.
The position requires the ability to learn and stay informed of products and services offered by
Sparklight.
This position will require travel between offices.
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 need, and actively works to make their relationship with
use seamless, easy, and rewarding.
Personal: Knows our customers well, and tailors our communications and interactions to address
their needs and expectations.
Benefits
Cable One and our family of brands appreciates the role our associates play to help the company grow, and in
return an excellent benefits package is offered to our associates to recognize the importance of their
contributions, such as:
Medical, dental, and vision plans - start when you start
Life insurance (self, spouse, children)
Paid time off (vacation, holiday, and personal/sick days)
401(k) - 100% company match (match program starts first day of service, up to 5% of eligible
compensation
Group Legal plan with Identity Theft Protection
Additional Perks
Tuition reimbursement (up to $5,250 on 1st year)
Annual community support to various organizations across the U.S.
Associate recognition & awards programs
Advancement opportunities
Collaborative work environment
Were an Award-Winning Organization
Forbes "Americas Best Midsized Employers" 2021-2023
Our Commitment
Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our
continued success. Here at Cable One and our family of brands, we believe it is our individual and unique
talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger
Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and
every day.
Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive
consideration for employment without regard to, among other things, race, color, religion, sex, sexual
orientation, gender identity, national origin, age, status as a protected veteran, or disability.
Pre-hire Processes
Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are
contingent upon the results of background, drug screening, and reference check. Only after successfully
passing these pre-hire clearances are individuals approved for hire and ready to start their successful and
rewarding career.

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