Customer Care Specialist

Responsibilities

• Takes inbound service calls of every call type, including customer service, cable, phone, and internet trouble shooting calls, as well as sales related calls.
• Safeguards billing calls by processing payments; accurately educates customers on their billing cycle, payment due dates, and impact of non-pay status; and accurately educates the customer on general charges to their account based on package and prorations when changes are made to the package.
• Proactively analyzes the customer’s account and educates the customer on other services that might be of interest.
• Accurately accesses customer’s needs and issues to recommend the features, benefits, and value of Bluepeak’s product offerings specific to this customer.
• Supports cable product, including analog and digital video equipment (VOD, interactive guide, remote controls, parental controls); poor video quality; and unavailable channels the customer expects to receive.
• Supports the internet product by troubleshooting internet connectivity issues; setting up e-mail accounts in outlook/outlook express; and supporting Windows and MAC operating systems.
• Supports the phone product by educating the customer on the use of the service, setting up features, troubleshooting dial tone situations and poor sound quality.
• Troubleshoots cable issues, including analog and digital video equipment (VOD, interactive guide, remote controls, parental controls); poor video quality; and unavailable channels the customer expects to receive.

Requirements

• At least one year of customer service experience required, with prior call center experience a plus.
• Must possess a high school diploma, and technical education beyond high school is strongly preferred.
• Upon job offer, must be able to complete a background check and a drug test prior to employment.
• Must possess excellent communication skills and be able to communicate and present effectively on the telephone.
• Must possess the ability to learn basic troubleshooting.
• Must possess the ability to read and interpret documents, such as safety rules, product information and training materials.
• Must be capable of becoming proficient in the use of the billing system and tools used to support the customer (training provided).

Qualifications

• Must possess the ability to add, subtract, multiply, and divide figures and amounts using whole numbers, common fractions, and decimals.
• Must possess the ability to define problems, collect data, establish facts, and solve practical problems.
• Must be able to use Word processing, Internet software and e-mail.

Skills

• Excellent communication skills.
• Ability to communicate technical information to a non-technical audience.
• Ability to read and interpret documents, such as safety rules, product information and training materials.
• Ability to troubleshoot basic issues.

Benefits

• Competitive Compensation + Annual Bonus Eligibility.
• Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k).
• Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days.
• Professional Development With an Emphasis on Internal Promotion.
• Employee Discounts on Bluepeak Services, Including Internet.
• Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!

Pay

• Details of pay structure are not specified in the job posting.

Schedule

• Details of the schedule are not specified in the job posting.