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Customer Support Representative I

2 months ago

Natchez, Mississippi, United States Cable One Full time
Job Overview:
At Cable One and our family of brands, we prioritize connecting our customers and team members to what is essential. For our team members, this translates to a fulfilling career, respect for the communities we serve, a commitment to health and wellness, a balanced work/life environment, and a welcoming workplace.

The Customer Support Representative will act as a mentor and provide guidance in the realm of customer service.

Key Responsibilities:
  • Manage a high volume of incoming calls addressing a wide array of customer service inquiries, including service modifications, troubleshooting, modem registration, and billing issues.
  • Assist customers through inbound calls and in-person interactions at the front office as necessary.
  • Clarify billing details, including charges, prorates, billing cycles, payment options, and customer equipment.
  • Rectify any errors or discrepancies in customer billing as required. Process transactions and respond to inquiries promptly and accurately.
  • Input account information into the billing system with precision to ensure transaction execution.
  • Engage in continuous training to enhance skills and productivity.
  • Adhere to all performance expectations related to Quality Assurance, including metrics such as Availability and Talk Time, as well as attendance and one-call resolution goals.
  • Maintain a comprehensive understanding of all products and services offered by Sparklight.
  • Collaborate with customers to ensure satisfaction by fulfilling their needs with Sparklight offerings.
  • Utilize all sales and service techniques learned from the Standard Operating Procedures during customer interactions.
  • Note: Not all essential functions of this position are included in this posting.
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 when interacting with customers and colleagues.
  • Proficient data entry and computer skills are required.
  • Ability to operate office equipment such as copiers, phones, and computers is necessary.
  • Efficient and accurate handling of monetary transactions is required.
  • The role necessitates the ability to learn and stay updated on products and services provided by Sparklight.
  • This position may require travel between various locations.
Core Competencies:
  • Committed: Values every customer and strives to maintain their business while supporting our communities.
  • Helpful: Provides assistance in ways that are most beneficial to customers, addressing their needs with expertise and empathy.
  • Proactive: Anticipates customer needs and works diligently to ensure a seamless and rewarding experience.
  • Personal: Understands customers well and tailors communications 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 a comprehensive benefits package that acknowledges their contributions, including:
  • Medical, dental, and vision plans that commence upon hire.
  • 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 (match program begins after one year 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 initiatives for various organizations across the U.S.
  • Recognition and awards programs for associates.
  • Opportunities for advancement.
  • A collaborative work environment.
Award-Winning Organization:
  • Recognized as one of Forbes' "America's Best Midsized Employers" in recent years.
Our Commitment:

Diversity is a cornerstone of the communities we serve and the associates who contribute to our success. At Cable One and our family of brands, we believe that our unique talents, backgrounds, and perspectives combine to create an unstoppable force. Our motto, "Stronger Together," is a principle that our associates embody daily.

Cable One and our family of brands 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 and our family of brands prioritize the safety of our associates and customers. Job offers are contingent upon the successful completion of background checks, drug screenings, and reference checks. Only candidates who pass these pre-hire processes will be approved for hire and ready to embark on a successful and rewarding career.