Customer Care Representative

About the role

The Customer Care Representative position resides in the Customer Care department at SCTE. This department supports SCTE’s members, learners, and event participants by delivering consistent, high-quality service across all service channels.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat including AI-assisted chat interactions, by monitoring conversations, validating responses, and taking over complex cases with human support.
• Manage multiple chat conversations simultaneously while maintaining accuracy, professionalism, and empathy for the customer.
• Aid customers with the following tasks:
• Membership activation process
• Use of services
• Training program registration, including enrollment and access
• Inquiries regarding SCTE TechExpo and other national events
• Maintain data integrity and ensure key demographic information is accurate and up to date across SCTE record keeping systems.
• Track and record customer cases in Salesforce, for inquiries initiated through all service channels; escalate questions or issues as appropriate.
• Troubleshoot customer issues and coordinate escalation when needed.
• Handle confidential documents and proprietary information with discretion and professionalism.
• Collaborate respectfully and effectively with internal teams to ensure seamless and consistent service experience across all support channels.

Qualifications

• 2 to 3 years’ experience in a call center or customer service role requiring excellent phone/email manners, etiquette, and communication.
• Excellent typing, data entry, database maintenance and database troubleshooting skills proficient in Microsoft Office particularly Outlook, Word, and Excel.
• Demonstrates foundational knowledge of customer service best practices, including timely follow-up, clear communication, documentation accuracy, and appropriate escalation of issues to ensure effective resolution.
• Demonstrates strong interpersonal skills with the ability to work both independently and in a team environment.
• Organized, detail-oriented, multi-tasker and problem-solver.
• Positive attitude and people oriented.
• High school diploma, general education degree or equivalent.

What Will Set You Apart

• Experience with Salesforce.
• Familiarity with AI-enabled customer support tools or interest in learning emerging technologies in customer experience.
• Familiarity with the cable telecommunications industry, or the ability to quickly build industry knowledge, preferred.

Pay

The salary range is $36,400 - $43,680. This position is eligible for bonus incentive compensation up to 10% of base salary. This position is hourly and eligible for overtime.

Benefits

• Comprehensive healthcare coverage including medical, dental, vision insurance.
• Access to flexible spending and health savings accounts with employer HSA contribution.
• Competitive 401(k) retirement plan with an employer match up to 6% plus an ADDITIONAL 8% contribution to 401(k) which becomes fully vested after only two years of employment.
• Flexible work arrangements, Unlimited PTO, 11 paid holidays, 100% paid family and medical leave.