Customer Care Specialist 1 Residental

About the position

As a Customer Care Specialist at Cable One, you will play a crucial role in securing new recurring revenue from residential prospects and enhancing revenue from existing customers. This position involves proactive communication with customers, providing support, and promoting Cable One's products and services. You will be responsible for addressing customer inquiries, resolving issues, and ensuring customer satisfaction through effective communication and follow-up.

Responsibilities

• 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.
• Assists with or performs a range of customer support duties, including providing billing and pricing information to customers.
• Resolves standard issues remotely and educates customers on steps for issue resolution.
• Tracks down information needed to accurately and appropriately respond to customer questions and needs.
• Arranges product returns/exchanges and performs add, change, delete requests in hosted platforms.
• Schedules service appointments if the problem cannot be remotely resolved.
• Trains customers in product use and functionality.
• 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.

Requirements

• 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.

Benefits

• 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
• 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