Customer Service Representative

5 days ago

Longview, Texas, United States Cable One Full time
Job Title: Customer Care Specialist I

Cable One and our family of brands are seeking a highly skilled and customer-focused individual to join our team as a Customer Care Specialist I. In this role, you will be responsible for securing new recurring revenue from residential prospects and securing new incremental revenue from existing customers by proactively communicating with the prospect or customer through in-person visits.

Key Responsibilities:
  • Handles high in-bound call volume covering a full range of customer service inquiries, including 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.
  • Corrects errors or discrepancies on customer billings as necessary and processes customer transactions in a responsive, timely, and accurate manner.
  • Enters account information into the billing system with a high degree of accuracy to execute transactions.
  • Participates in ongoing training to increase skill level and productivity.
  • Maintains and sustains all Sparklight Communications' CSR performance expectations as related to Quality Assurance, CSR scorecard metrics, attendance, and one-call resolution goals.
  • Maintains a 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.
Requirements:
  • A minimum of one year of proven customer service experience, or 2 years of college, or an equivalent combination of sales experience and college education.
  • Stable work history.
  • High school diploma or general education degree (GED), or one to three months related experience and/or training in a customer service environment, or an equivalent combination of education and experience.
  • Excellent oral and written communication skills while assisting and interacting with Sparklight's customers and associates.
  • Strong data entry and computer skills.
  • The ability to operate office equipment (copiers, phones, computers, etc.).
  • The ability to efficiently and accurately handle money.
  • The ability to learn and stay informed of products and services offered by Sparklight.
Benefits:
  • Cable One and our family of brands appreciate the role our associates play in helping the company grow, and in return, an excellent benefits package is offered to our associates to recognize the importance of their contributions, including medical, dental, and vision plans, life insurance, paid time off, 401(k) with a 100% company match, group legal plan with identity theft protection, tuition reimbursement, annual community support, associate recognition and awards programs, advancement opportunities, and a collaborative work environment.
Why Join Us:

Cable One and our family of brands are committed to diversity and inclusion, and we believe that our individual and unique talents, backgrounds, and perspectives make us an unstoppable force. We are an equal opportunity employer and welcome applications from all qualified candidates.

Job offers are contingent upon the results of background, drug screening, and reference checks. 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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