Customer Service Representative

1 month ago

Longview, Texas, United States Cable One Full time
Job Description:

Cable One and our family of brands are committed to delivering exceptional customer experiences. As a Customer Care Specialist, you will play a vital role in securing new recurring revenue from residential prospects and enhancing customer satisfaction by proactively communicating with customers through in-person visits.

Key Responsibilities:
  • Handle high in-bound call volumes, addressing a range of customer service inquiries, including upgrades, downgrades, video troubleshooting, modem registration, and billing.
  • Respond to inbound customer calls and provide face-to-face support in the front office as needed.
  • Provide customers with clear explanations of charges, prorates, billing cycles, payment methods, and customer equipment.
  • Correct errors or discrepancies on customer billings and process customer transactions in a timely and accurate manner.
  • Enter account information into the billing system with a high degree of accuracy.
  • Participate in ongoing training to enhance skills and productivity.
  • Maintain and sustain Sparklight Communications' CSR performance expectations, including Quality Assurance, CSR scorecard metrics, attendance, and one-call resolution goals.
  • Stay up-to-date on all Sparklight products, services, and features.
  • Work with customers to achieve satisfaction by meeting their needs with Sparklight products and services.
  • Apply sales and service skills 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 for assisting and interacting with Sparklight's customers and associates.
  • Strong data entry and computer skills.
  • Ability to operate office equipment, including copiers, phones, and computers.
  • Efficient and accurate handling of money.
  • Ability to learn and stay informed of products and services offered by Sparklight.
Core Competencies:
  • Committed: Values each customer, working hard to keep their business and support our communities.
  • Helpful: Delivers support in the ways most useful to our customers, addressing their needs with expertise, respect, and empathy.
  • Proactive: Understands what our customers need, actively working to make their relationship with us seamless, easy, and rewarding.
  • Personal: Knows our customers well, tailoring our communications and interactions to address their needs and expectations.
Benefits:
  • 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 after 1 year 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.
We're an Award-Winning Organization:
  • 2022 & 2023 Forbes' "America's Best Midsized Employers".
Our Commitment:

Diversity lies in the communities we serve and among the associates who dedicate themselves to our continued success. 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.

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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