Customer Care Specialist

Customer Care Specialist

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.

This is an in-office role.

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 :

Must have a valid driver's license, reliable transportation / vehicle where applicable and automobile insurance as required by ValuNet Fiber. Maintain proper appearance / attitude at all times to represent ValuNet Fiber 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 :

Benefits :

Additional Perks :

We're an Award-Winning Organization!

Our Commitment :

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

Cable One and our family of brands 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.

Pre-hire Processes :

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.