Client Relations Specialist

2 weeks ago

Lewiston, Idaho, United States Cable One Full time
Job Overview:

At Cable One, we prioritize keeping our customers and team members connected to what matters most. For our team members, this translates to a fulfilling career, respect for the communities we serve, a focus on well-being, a balanced work/life environment, and a welcoming and inclusive workplace.

As a Customer Care Specialist, you will play a crucial role in connecting Cable One with its clientele. You will operate in a dynamic environment, engaging with customers both in person and over the phone. Your responsibilities will include generating new recurring revenue from residential leads and enhancing revenue from existing customers. This position offers the chance to deliver exceptional customer service directly to our clients. We seek individuals with friendly dispositions, genuine customer service skills, and positive attitudes to join our team.

Key Responsibilities:
  • Become familiar with Customer Care principles, processes, and practices.
  • Carry out entry-level tasks within a designated region or business sector.
  • Address customer-generated inquiries and provide thoughtful, personalized responses.
  • Engage with customers by asking questions and actively listening to understand their concerns, demonstrating respect and empathy at all times.
  • Provide customers with billing and pricing details.
  • Resolve standard issues remotely and/or guide customers through steps for resolution (e.g., billing or payment inquiries).
  • Process requests for modifications in hosted platforms.
  • Arrange service appointments when issues cannot be resolved remotely.
  • Educate customers on product usage and features.
  • Adhere to established procedures, escalating complex or unexpected issues to senior team members or supervisors for assistance and resolution.
  • Promote Cable One products, features, and services for potential upselling opportunities.
  • Follow up with customers to ensure satisfactory resolution of their issues.
  • Learn and comply with Cable One Customer Care standards and policies.
Qualifications:
  • High school diploma or equivalent; or one to three months of related experience and/or training in a customer service setting; or a combination of education and experience.
  • Excellent verbal and written communication skills are essential for assisting and interacting with customers and colleagues.
  • Strong data entry and computer proficiency.
  • Ability to operate office equipment (e.g., copiers, phones, computers).
  • Efficient and accurate handling of financial transactions is required.
  • Willingness to learn and stay updated on the products and services offered by Cable One.
Core Competencies:
  • Committed: Values every customer and works diligently to maintain their business and support our communities.
  • Helpful: Provides assistance in ways that are most beneficial to our customers, addressing their needs with expertise, respect, and empathy.
  • Proactive: Anticipates customer needs and actively works to make their experience seamless and rewarding.
  • Personal: Understands our customers well and tailors communications and interactions to meet their needs and expectations.
Benefits:

Cable One values the contributions of our associates and offers an excellent benefits package to recognize their importance, including:
  • Medical, dental, and vision plans - effective upon employment.
  • Life insurance (for self, spouse, and children).
  • Paid time off (including vacation, holidays, and personal/sick days).
  • 401(k) plan with 100% company match (matching begins on 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 to various organizations across the U.S.
  • Recognition and awards programs for associates.
  • Opportunities for advancement.
  • A collaborative work environment.
Our Commitment:

Diversity is integral to the communities we serve and among the associates who contribute to our success. At Cable One, we believe that our unique talents, backgrounds, and perspectives combine to create an unstoppable force. Our motto, "Stronger Together," reflects the values our associates embody daily.

Cable One is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Pre-hire Processes:

Cable One is dedicated to ensuring the safety of our associates and customers. Job offers are contingent upon successful completion of background checks, drug screenings, and reference checks. Only candidates who pass these pre-hire assessments will be approved for hire.

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