What are the responsibilities and job description for the Customer Care Specialist position at Empereon Marketing?

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.

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, always demonstrating

respect and concern.

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

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.

This position will require travel between offices.

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.

Salary : $5,250

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