Customer Service Rep

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 responsible 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 Cable One Maintain proper appearance/attitude at all times to represent Cable One 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 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 first day of service, 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 Were an Award-Winning Organization! Forbes Americas Best Midsized Employers 2021-2023 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. Cable One, Inc. is a leading broadband communications provider committed to connecting customers and communities to what matters most. Through its Sparklight, Fidelity Communications, ValuNet Fiber, Hargray Communications and Cable America brands, the Company serves more than 1.1 million residential and business customers in 24 states. Over its fiber-optic infrastructure, the Cable One family of brands provides residential customers with a wide array of connectivity and entertainment services, including Gigabit speeds, advanced WiFi and video. For businesses ranging from small and mid-market up to enterprise, wholesale and carrier, the Company offers scalable, cost-effective solutions that enable businesses of all sizes to grow, compete and succeed.