Posted:
8/7/2024, 5:00:00 PM
Location(s):
Idaho, United States ⋅ Lewiston, Idaho, United States
Experience Level(s):
Junior ⋅ Mid Level
Field(s):
Customer Success & Support
Job Description:
The Customer Service Representative will serve as a role model/mentor and provides leadership in the areas of customer service.
What you will do to contribute to the company's success
Handle high in-bound call volume covering a full range of customer service inquiries. (Upgrades/downgrades of service, video troubleshooting, modem registration and billing).
Respond to inbound customer calls and assists customers face-to-face in the front office as needed.
Provide 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.
Participate in ongoing training to increase skill level and productivity.
Maintain 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.
Maintain working knowledge of all Sparklight products, services and their features.
Work with customers to achieve customer satisfaction by meeting their needs with Sparklight products and services.
Apply 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.).
Requires efficient and accurate handling of money.
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
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
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.
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.
Website: https://sparklight.com/
Headquarter Location: Phoenix, Arizona, United States
Employee Count: 1001-5000
Year Founded: 1986
IPO Status: Private
Industries: Internet ⋅ Telecommunications ⋅ Wireless