Lead Customer Service Rep

Cable ONE

1d • Remote

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. 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

Requirements

• 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

Responsibilities

• 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.

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 immediately, 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree