Residential Customer Support Representative

2 weeks ago

Cottonwood, United States Cable ONE Full time

Position Overview

At Cable One and our affiliated brands, we prioritize the connection between our customers and associates, fostering an environment that values rewarding careers, community respect, health and wellness, work-life balance, and inclusivity.

Role Responsibilities

  • Develop a solid understanding of Customer Care principles, practices, and methodologies.
  • Engage in entry-level tasks within a designated region or business unit.
  • Address customer-generated inquiries and provide personalized, thoughtful communication.
  • Actively listen to customers, asking pertinent questions to fully grasp their concerns, while demonstrating respect and empathy.
  • With guidance, assist in a variety of customer support functions, including:
    • Providing customers with accurate billing and pricing details.
    • Resolving standard issues remotely and educating customers on steps for resolution (e.g., billing or payment inquiries).
    • Gathering necessary information to respond effectively to customer questions and needs.
    • Coordinating product returns and exchanges.
    • Processing requests for changes in hosted platforms.
    • Scheduling service appointments when remote resolution is not feasible.
    • Training customers on product usage and functionality.
    • Adhering to established procedures and escalating complex issues to senior team members or supervisors when necessary.
    • Promoting Cable One products, features, and services for potential upselling opportunities.
    • Documenting customer inquiries, statuses, and resolutions.
    • Following up with customers to ensure satisfactory resolution of issues.
    • Learning and adhering to Cable One Customer Care policies and practices.

Qualifications

  • Minimum of one year of proven sales experience; or two years of college; or a combination of sales experience and college education.
  • Stable employment history.
  • Valid driver's license and reliable transportation, where applicable.
  • Maintain a professional appearance and demeanor to represent the company effectively.
  • Basic mathematical and computer skills are required.
  • Ability to work in varying weather conditions, walk for extended periods, and lift up to 50 pounds.
  • Availability to work evenings and weekends as needed.
  • Strong time management skills and ability to prioritize tasks effectively.
  • Excellent written and verbal communication skills.

Core Competencies

  • Committed: Values every customer and strives to maintain their business while supporting our communities.
  • Helpful: Provides assistance in ways that are most beneficial to customers, addressing their needs with expertise and respect.
  • Proactive: Anticipates customer needs and works to ensure a seamless and rewarding relationship.
  • Personal: Understands customers well and tailors communications to meet their expectations.

Benefits

Cable One and our family of brands recognize the importance of our associates' contributions and offer an excellent benefits package, including:

  • Medical, dental, and vision plans that begin on your first day.
  • Life insurance options for self, spouse, and children.
  • Paid time off, including vacation, holidays, and personal/sick days.
  • 401(k) plan with a 100% company match, starting from the 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 in the first year.
  • Annual community support initiatives across the U.S.
  • Recognition and awards programs for associates.
  • Opportunities for advancement within the company.
  • A collaborative work environment.

Award-Winning Organization

  • Recognized by Forbes as one of 'America's Best Midsized Employers.'

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