at Cable One, Inc. in Mt. Carmel, Illinois, United States
Job Description
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.
As a Customer Care Specialist , you will be r esponsible for securing new recurring revenue from residential prospects and securing new incremental revenue from existing customers by pro-actively communicating with the prospect or customer through in person visits.
What you will do to contribute to the company's success
- Gains familiarity with Customer Care concepts, procedures and methodologies.
- Performs entry-level assignments within a specific region or business area.
- Responds to customer-generated tickets and provides thoughtful, personalized communication.
- Asks questions and actively listens to customers to understand their issues, demonstrating respect and concern at all times.
- With guidance, assists with or performs a range of customer support duties, including:
- Providing billing and pricing information to customers.
- Resolving standard issues remotely and/or educates customers on steps for issue resolution (i.e., for price, billing or payment questions).
- Tracking down information needed to accurately and appropriately respond to customer questions and needs.
- Arranging product returns / exchanges.
- Performing add, change, delete requests in hosted platforms.
- Scheduling service appointments if the problem cannot be remotely resolved.
- Training customers in product use and functionality.
- In all cases, follows established procedures, escalating difficult or unexpected issues to more senior team members or supervisor for help and/or resolution.
- Promotes Cable One products, features and services for potential upselling.
- Documents customer inquiries, status and resolution.
- Follows up with customers to ensure satisfactory issue resolution.
- Learns and complies with Cable One Customer Care practices and policies.
Qualifications
- A minimum of one year of proven sales experience; or 2 years of college; or equivalent combination of sales experience and college education
- Stable work history
- Must have a valid driver's license, reliable transportation/vehicle where applicable and automobile insurance as required by Hargray
- Maintain proper appearance/attitude at all times to represent Hargray in the community
- Must have basic mathematical and computer skills
- Must be able to work in adverse weather conditions, walk for extensive periods of time, and lift up to 50 pounds
- Must be able to work evening and weekend requirements
- Proficient time management skills and ability to prioritize
- Must demonstrate strong written and verbal communication skills
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...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
