Job Description:

Job Description

* This is an in-office role*

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.   

The Customer Service Representative will serve as a role model/mentor and provides leadership in the areas of customer service. This position will operate from the office located in Pell City AL

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

• Handles high in-bound call volume and chat line 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 Fidelity 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 Fidelity products, services and their features. 
• Works with customers to achieve customer satisfaction by meeting their needs with Fidelity 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 Fidelity'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 Fidelity.  

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 appreciate the role our associates play in helping 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 in 1st year)   

  • Free Cable One services if you live in a serviceable area. 

  • Annual community support to various organizations across the U.S.   

  • Associate recognition & awards programs  

  • Advancement opportunities   

  • Collaborative work environment   

   

  We’re an Award-Winning Organization!  

  • Forbes’ “America’s 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.  

   

  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 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.   

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