Job 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.
[Position Summary]
[**applicable only to remote option positions] We are open to hiring remote if we find the right talent in any of these states (AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT, VT).
Scheduled hours will be 7am-4pm PST/ 8am-5pm MST/ 9am-6pm CST
Tuesday - Saturday. 10-hour Shift available Wednesday - Saturday
What you will do to contribute to the company's success
Performs all essential duties and responsibilities of a Customer Care Specialist
Ability to assist and answer complex associate calls and help facilitate first call resolution.
Ability to efficiently solve advanced billing and service issues independently
Ability to multitask effectively in a fast-paced environment
Sets an example of desired associate performance through demonstrated high levels of professionalism
Achieve and consistently exceed established goals in metric requirements for efficiency, service excellence, and quality assurance
Promote a positive work environment through effective communication and mentorship of associates
Assists with training efforts of new associates
Communicates accurate information to responsible internal support parties regarding patterns of service issues and billing problems for appropriate and prompt resolution
Support leadership team with tasks including but not limited to processing billing request forms, reviewing recorded calls in response to customer disputes, order entry of marketing lists provided, and making follow-up outbound calls to customers in response to surveys received
Performs other duties and projects as assigned.
Qualifications
Associate degree or equivalent work experience
3 or more years of call center experience
Strong knowledge of products, services, systems, and policies within Sparklight's Residential Customer Care Department
Excellent customer service and conflict resolution skills
Consistently meets and/or exceeds current role's performance measurements
Excellent verbal and written communications skills
Proficient in MS Word, MS Excel, MS PowerPoint
Communicates effectively with customers, employees, and managers
Must be able to work in a team environment where teamwork is key
Self-motivated and excels with minimal level of supervision and guidance
Shows judgement and initiative to accomplish job duties
Ability to work weekends and extended hours as needed
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 immediately, 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!
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.