Residential Customer Support Representative

1 week ago

Cottonwood, United States Cable ONE Full time

Position Overview

At Cable One and our family of brands, we prioritize the connection between our customers and associates, ensuring that both are engaged with what matters most. For our associates, this translates to a fulfilling career, respect for the communities they serve, a commitment to health and wellness, a balanced work/life dynamic, and a welcoming and inclusive workplace.

Key Responsibilities

  • Develop a solid understanding of Customer Care principles, processes, and practices.
  • Carry out entry-level tasks within a designated region or business sector.
  • Address customer-generated inquiries and deliver thoughtful, personalized communication.
  • Engage with customers through active listening to comprehend their concerns, demonstrating respect and empathy at all times.
  • With supervision, assist with or execute various customer support functions, including:
    • Providing customers with billing and pricing details.
    • Resolving standard issues remotely and educating customers on resolution steps for inquiries related to pricing, billing, or payments.
    • Gathering necessary information to accurately respond to customer queries.
    • Coordinating product returns and exchanges.
    • Managing requests for additions, changes, or deletions in hosted platforms.
    • Scheduling service appointments when remote resolution is not feasible.
    • Training customers on product usage and features.
    • Adhering to established procedures, escalating complex or unexpected issues to senior team members or supervisors for assistance and resolution.
    • 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 practices and policies.

Qualifications

  • A minimum of one year of demonstrated sales experience; or two years of college; or a combination of sales experience and college education.
  • Consistent work history.
  • Possession of a valid driver's license, reliable transportation, and automobile insurance as required.
  • Maintain a professional appearance and demeanor at all times.
  • Basic mathematical and computer skills are essential.
  • Ability to work in various 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 the ability to prioritize tasks effectively.
  • Excellent written and verbal communication skills.

Core Competencies

  • Committed: Values each customer, striving to retain their business and support our communities.
  • Helpful: Provides assistance in ways that are most beneficial to customers, addressing their needs with expertise, respect, and empathy.
  • Proactive: Anticipates customer needs and works diligently to ensure a seamless and rewarding relationship.
  • Personal: Understands customers well and tailors communications and interactions to meet their expectations.

Benefits

Cable One and our family of brands recognize the vital role our associates play in the company's growth. In return, we offer an excellent benefits package to acknowledge their contributions, including:

  • Medical, dental, and vision plans that commence upon employment.
  • 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 for various organizations across the U.S.
  • Recognition and awards programs for associates.
  • Opportunities for advancement.
  • A collaborative work environment.

Award-Winning Organization

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

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