Customer Care Specialist I

Cox Enterprises•Wichita, KS

1d•Remote

About The Position

Cox Communications is seeking a full-time Remote Call Center Customer Experience Associate who is passionate about connectivity and customer service. This role involves being a real-time troubleshooter for customers, helping them understand and use their equipment, and resolving technical challenges with clarity and professionalism. The associate is expected to resolve issues on the first call, provide world-class service by assessing customer needs, suggesting products and services, adjusting billing, and arranging product solutions. The company values authentic connections with customers and employees and seeks individuals who are adaptable to change, personable, confident in troubleshooting, and dedicated to continuous improvement. The position requires flexibility for a non-traditional schedule within a 24x7, 7 days a week, including weekends and holidays, call center environment.

Requirements

High school diploma, GED, or relevant work experience
6 months experience providing customer service or selling products and services
Must live in Wichita KS, Omaha NE, Oklahoma City OK, Baton Rouge LA, or a surrounding community within the state of KS, NE, OK, LA
Must have high-speed internet connection available in your home

Nice To Haves

6+ months of experience troubleshooting basic hardware, software, and/or connectivity issues
6+ months of experience working in a position that requires meeting sales goals
Keen aptitude for helping customers and a customer experience focus
1-2 years of work experience in a customer service role, not necessarily specific to call centers
Enthusiastic and personable, with the ability to adapt and thrive in constant change
Previous telecommunications experience

Responsibilities

Be a real-time troubleshooter for customers in need, helping them understand their equipment and how to use it.
Help customers navigate challenges with clarity and professionalism, such as changing passwords or setting DVRs.
Strive to resolve issues on the first call, avoiding frustrating call transfers.
Provide world-class service by assessing customers’ needs, suggesting products & services, adjusting billing, and arranging product solutions.
Own the customer experience, thinking and acting in ways that prioritize customers and exceed their expectations.
Be a product ambassador to educate customers on Cox products and services.
Troubleshoot technical issues.
Upsell products and services when the moment is right.
Dedicated to constant improvement of technical skills, knowledge, and understanding.