Job Description:
As a Cable Customer Service Specialist, you will be the primary point of contact for customers regarding their cable services. You will be responsible for providing exceptional service and support to ensure customer satisfaction. Your role will involve addressing inquiries, resolving issues, and assisting customers with their cable accounts.
Key Responsibilities:
Respond to customer inquiries via phone, email, and chat regarding cable services, billing, technical support, and account management.
Assist customers in troubleshooting service-related issues, including cable connectivity and channel lineups.
Process customer requests, including billing inquiries, service upgrades, and account changes, accurately and efficiently.
Provide product information and guidance to customers about available cable packages and promotions.
Maintain detailed and accurate records of customer interactions and transactions in the company's database.
Collaborate with technical support teams to resolve complex issues and ensure a seamless customer experience.
Follow up with customers to ensure satisfaction and resolve any outstanding concerns.
Stay up-to-date on company policies, procedures, and product offerings to provide accurate information to customers.
Meet or exceed performance metrics, including response time, resolution time, and customer satisfaction scores.
Qualifications:
High school diploma or equivalent; additional education or certifications in customer service or related fields is a plus.
Previous experience in customer service, preferably in the telecommunications or cable industry.
Strong communication skills, both verbal and written, with a customer-oriented attitude.
Ability to handle multiple tasks and work in a fast-paced environment.
Proficient in using computer systems and customer relationship management (CRM) software.
Strong problem-solving skills and ability to work independently as well as part of a team.
Flexibility to work evenings, weekends, and holidays as needed.
Benefits:
Competitive salary and performance-based incentives.
Comprehensive health, dental, and vision insurance.
Paid time off and holiday pay.
Employee discounts on cable services and other company offerings.
Opportunities for professional development and career advancement.