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.
The Customer Service Representative will serve as a role model/mentor and provides leadership in the areas of customer service. You will facilitate relationships between with customers, resolve issues, help to drive sales by cross-selling and upselling, and create memorable experiences that boost brand and customer loyalty.
*This is not a remote position*
What you will do to contribute to the company's success
Handles 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 sustains 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
High school diploma or general education degree (GED); or one to three months related experience and/or training in a customer service environment; or equivalent combination of education and experience.
Requires excellent oral and written communication skills while assisting and interacting with Sparklight's customers and associates.
Strong data entry and computer skills.
Requires the ability to operate office equipment (copiers, phones, computers, etc.).
The position requires the ability to learn and stay informed of products and services offered by Sparklight.
This position will require travel between offices.
Core Competencies
Committed: Values 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!
Opportunity for annual bonus based on company performance because we are "Stronger Together"
Life insurance (self, spouse, children)
Paid time off (vacation, holiday, and personal/sick days)
401(k) - 100% company match (match program starts after 1 year 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!
2022 - 2023 Forbes' "America's Best Midsized Employers"
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 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.
