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.