Customer Care specialist -residential
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About The Position
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. 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 proactively communicating with the prospect or customer through in-person visits. In this role, you will gain familiarity with Customer Care concepts, procedures, and methodologies. You will perform entry-level assignments within a specific region or business area, responding to customer-generated tickets and providing thoughtful, personalized communication. Your responsibilities will include asking questions and actively listening to customers to understand their issues, demonstrating respect and concern at all times. With guidance, you will assist with or perform a range of customer support duties, including providing billing and pricing information to customers, resolving standard issues remotely, and educating customers on steps for issue resolution. You will track down information needed to accurately and appropriately respond to customer questions and needs, arrange product returns/exchanges, and perform add, change, delete requests in hosted platforms. Additionally, you will schedule service appointments if the problem cannot be remotely resolved and train customers in product use and functionality. In all cases, you will follow established procedures, escalating difficult or unexpected issues to more senior team members or supervisors for help and/or resolution. You will also promote Cable One products, features, and services for potential upselling, document customer inquiries, status, and resolution, and follow up with customers to ensure satisfactory issue resolution. Finally, you will learn and comply with Cable One Customer Care practices and policies.
