Customer Service Representative Details

Customer Service Representative

Sparklight - Rio Rancho, NM

Employment Type : Full-Time

WFH – Customer Service Representative

Training starting February 8, 2021.

As a Customer Service Representative for Sparklight, a Cable One brand, you will consistently exceed delivery on our promises to be helpful, personal, proactive, and committed by supporting our customers with internet, phone, and video services that help them stay connected to what they love most – whether that’s making sure families can video chat with deployed service members, ensuring a Twitch streamer is connected late at night when the audience is online, or giving a small business owner faith that their internet connection will power their team through client pitches and product demos.

Work from home office details:

Starting your role from the comfort of your home, you’ll be provided office equipment and virtual training. However, as circumstances change, such as the situation with COVID-19, you may be required to work full-time in our office location. You will need a:

• Designated workspace free from noise and other distractions
• Remote office internet connection via DSL or Cable Modem with minimum speed of 10mbps down and 1mbps up
• Shift schedule will be determined at time of hire and subject to change.

Before you learn more about the opportunities, learn more about the excellent benefits and perks offered!

How we will SPARK your interest:

Just as we keep our customers connected to what matters most, we keep our associates connected to what matters most to them – 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.

• You will be rewarded for your contributions with a competitive salary.
• Insurance Benefits start day one - Medical, vision, and dental benefits start for you and your family
• Complimentary Sparklight services if you live within service area.
• 401k with full match up to 5%, vested after 1 year
• Paid time off - rejuvenate throughout the year with paid vacation, holidays, sick, and personal time so you can rejuvenate.
• Volunteer opportunities - Paid time off is available to volunteer with your favorite community organization.
• We take pride in developing our team and being able to promote from within, so we offer tuition reimbursement ($5250 per year) and ongoing training to assist in career growth. (Our CEO started with the Company as a CSR – That’s how seriously we take learning and development!)

If you are interested in becoming part of the Sparklight team, a Cable One brand, please visit us at www.sparklight.com/about/careers.

What would your day look like?

• Provide customers with a virtual smile and clarify a variety of topics including charges, prorates, billing cycles, payment methods and customer equipment.
• Providing high level customer service by ensuring all customer data is entered accurately into the Sales Force system.
• Interacting face-to-face with our customers in the community every day with a smile, to deliver on or promise of being helpful by offering superior service that enriches their world, including upgrades, video and high-speed data service, modem registration, and billing.
• Deliver helpful support and correct discrepancies on customer billings as necessary.
• Engage in ongoing job and career training for productivity and career advancement.
• All our associates have the expectation and responsibility to take on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization’s Values.

What you'll need to be successful:

• At least three months previous experience in customer service will set you up for success in this position. Call center and/or retail experience is a plus!
• We are looking for outgoing individuals!
• Problem-solving is key when working with our customers. Be able to listen to customers with patience and empathy, then present workable solutions.
• The technology world never stops changing - be able to keep pace with the product improvements we’re providing our customers.
• Resilience – the ability to stay cool, calm, and collected during difficult or challenging circumstances and bounce back with positivity.
• Regular and predictable attendance is required. Our customers need you to help keep them connected to what matters most!
• High school diploma or general education degree (GED).

The Core Competencies we require of all associates:

• Committed: Value each and every customer while working hard to keep their business and support our communities.
• Helpful: Deliver support in the ways that are most useful to our customers and address their needs with expertise, respect, and empathy.
• Proactive: Understand what our customers need, and actively work to make their relationship with us seamless, easy, and rewarding.
• Personal: Know our customers well, and tailor our communications and interactions to address their needs and expectations.

Cable One, Inc. 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.

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. 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 provides equal employment opportunities to all individuals of different races, colors, creeds, national origins, genders, marital and veteran statuses.

COVID response:

At Cable One and our family of brands, we are committed to maintaining the safety and well-being of our team, customers and the communities in which we live and serve. We are closely monitoring the impact of Covid-19 at a global and local level and are taking every precaution to keep our associates, customers and families safe.

While our team continues to keep our customers connected with their friends and families, we have a thorough plan in place which to ensure the safety of our associates and customers is our top priority.

In addition to equipping each of our technicians with personal protective gear (masks, gloves, hand sanitizer, etc.), we are troubleshooting services from outside of the home and empowering our customers to complete self-installs if possible.

Meetings and interviews are being held virtually, and all associates that are able to work from home are entrusted to do so.

Despite the challenges that have occurred due to Covid-19, Cable One remains dedicated to providing the services that our customers expect and rely on, while continuing to be STRONGER TOGETHER.