Customer Care Specialist I

6 months ago

Mount Carmel, United States Cable ONE Full time

Description

:At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

As a Customer Care Specialist, you will be responsible for securing new recurring revenue from residential prospects and securing new incremental revenue from existing customers by pro-actively communicating with the prospect or customer through in person visits.

What you will do to contribute to the company's success

Gains familiarity with Customer Care concepts, procedures and methodologies. Performs entry-level assignments within a specific region or business area. Responds to customer-generated tickets and provides thoughtful, personalized communication. Asks questions and actively listens to customers to understand their issues, demonstrating respect and concern at all times. With guidance, assists with or performs a range of customer support duties, including: Providing billing and pricing information to customers. Resolving standard issues remotely and/or educates customers on steps for issue resolution (i.e., for price, billing or payment questions). Tracking down information needed to accurately and appropriately respond to customer questions and needs. Arranging product returns / 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, follows established procedures, escalating difficult or unexpected issues to more senior team members or supervisor for help and/or resolution. Promotes Cable One products, features and services for potential upselling. Documents customer inquiries, status and resolution. Follows up with customers to ensure satisfactory issue resolution. Learns and complies with Cable One Customer Care practices and policies.

Qualifications

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 Hargray

Maintain proper appearance/attitude at all times to represent Hargray 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:  Understand what our customers need, and actively works to make their relationship with use 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 appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as: 

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” 2021-2023

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