Customer Care Specialist I

Job Description:

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 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 to address their needs and expectations.