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Customer Service Representative

1 month ago

Emporia, Kansas, United States Cable One Full time
Job Overview

At Cable One, we're committed to delivering exceptional customer experiences that keep our customers connected to what matters most. As a Customer Care Specialist, you'll play a vital role in securing new recurring revenue from residential prospects and enhancing the customer experience through proactive communication.

Key Responsibilities
  • Develop a deep understanding of customer care concepts, procedures, and methodologies.
  • Perform entry-level assignments within a specific region or business area.
  • Respond to customer-generated tickets and provide personalized, empathetic communication.
  • Ask questions and actively listen to customers to understand their issues and concerns.
  • Assist with or perform a range of customer support duties, including:
  • Providing billing and pricing information to customers.
  • Resolving standard issues remotely and educating customers on steps for issue resolution.
  • Tracking down information needed to accurately respond to customer questions and needs.
  • Arranging product returns and 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, follow established procedures and escalate difficult or unexpected issues to more senior team members or supervisors for help and/or resolution.
  • Promote Cable One products, features, and services for potential upselling.
  • Document customer inquiries, status, and resolution.
  • Follow up with customers to ensure satisfactory issue resolution.
  • Learn and comply with Cable One Customer Care practices and policies.
Requirements
  • A minimum of one year of proven sales experience; or 2 years of college; or equivalent combination of sales experience and college education.
  • Stable work history.
  • Must have a valid driver's license, reliable transportation/vehicle where applicable, and automobile insurance as required by ValuNet Fiber.
  • Maintain proper appearance/attitude at all times to represent ValuNet Fiber in the community.
  • Must have basic mathematical and computer skills.
  • Must be able to work in adverse weather conditions, walk for extensive periods of time, and lift up to 50 pounds.
  • Must be able to work evening and weekend requirements.
  • Proficient time management skills and ability to prioritize.
  • Must demonstrate strong written and verbal communication skills.
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: Understands what our customers need, and actively works to make their relationship with us 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 appreciate the role our associates play in helping the company grow, and in return, we offer an excellent benefits package to recognize their contributions, including:
  • 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.
We're an Award-Winning Organization
  • Forbes' "America's Best Midsized Employers".
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.