Customer Service Representative

Job Description:

At Sparklight, a Cable One brand, 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.   

The Customer Service Representative will serve as a role model/mentor and provides leadership in the areas of customer service.  This is an in-office role, Monday through Friday.

What you will do to contribute to the company's success  

• Handles high in-bound call volume covering a full range of customer service inquiries. (Upgrades/downgrades of service, video troubleshooting, modem registration and billing). 
• Responds to inbound customer calls and assists customers face-to-face in the front office as needed. 
• Provides customers with a clear understanding of charges, prorates, billing cycles, payment methods and customer equipment. 
• Correct errors or discrepancies on customer billings as necessary. Process customer transactions and respond to inquiries in a responsive, timely and accurate manner. 
• Enter account information into billing system with a high degree of accuracy to execute transaction. 
• Participates in ongoing training to increase skill level and productivity. 
• Maintains and sustain all Sparklight Communications' CSR performance expectations as related to Quality Assurance, CSR scorecard metrics (such as Availability, Talk Time, etc.), attendance and one-call resolution goals. 
• Maintains working knowledge of all Sparklight products, services and their features. 
• Works with customers to achieve customer satisfaction by meeting their needs with Sparklight products and services.
• Applies all sales and service skills/techniques acquired from the Standard Operation Procedure during all interactions with customers. 
• Note: All the essential functions of this position are not included in this posting. 

Qualifications  

• High school diploma or general education degree (GED); or one to three months related experience and/or training in a customer service environment; or equivalent combination of education and experience. 
• Requires excellent oral and written communication skills while assisting and interacting with Sparklight's customers and associates. 
• Strong data entry and computer skills. 
• Requires the ability to operate office equipment (copiers, phones, computers, etc.). 
• The position requires the ability to learn and stay informed of products and services offered by Sparklight. 

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  

Sparklight, a Cable One brand, 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 after 1 year 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   

Our Commitment  

Diversity lies in the communities we ser