Customer Care Specialist I

Job Title

Job Description : At Sparklight, a Cable One brand, 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.

The Customer Service Representative will serve as a role model / mentor and provides leadership in the areas of customer service. This is an in-office role, Monday through Friday.

What You Will Do To Contribute To The Company's Success

• Handles high in-bound call volume covering a full range of customer service inquiries. (Upgrades / downgrades of service, video troubleshooting, modem registration and billing).
• Responds to inbound customer calls and assists customers face-to-face in the front office as needed.
• Provides customers with a clear understanding of charges, prorates, billing cycles, payment methods and customer equipment.
• Correct errors or discrepancies on customer billings as necessary. Process customer transactions and respond to inquiries in a responsive, timely and accurate manner.
• Enter account information into billing system with a high degree of accuracy to execute transaction.
• Participates in ongoing training to increase skill level and productivity.
• Maintains and sustain all Sparklight Communications' CSR performance expectations as related to Quality Assurance, CSR scorecard metrics (such as Availability, Talk Time, etc.), attendance and one-call resolution goals.
• Maintains working knowledge of all Sparklight products, services and their features.
• Works with customers to achieve customer satisfaction by meeting their needs with Sparklight products and services.
• Applies all sales and service skills / techniques acquired from the Standard Operation Procedure during all interactions with customers.
• Note : All the essential functions of this position are not included in this posting.

Qualifications

Core Competencies

Benefits

Additional Perks

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Sparklight, a Cable One brand, 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.

Sparklight, a Cable One brand, 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.