Customer Care Specialist

About the role

As a Customer Care Specialist, you are the frontline guardian of the Jade experience. You ensure every subscriber feels heard, valued, and fully supported, whether you are resolving billing questions, troubleshooting, or recommending the perfect upgrade.

Responsibilities

• Deliver everyday excellence by providing proactive, white-glove support for all billing, account management, and technical inquiries.
• Position Jade as Southern Colorado’s premier smart home provider by treating every caller with unparalleled respect and expertise.
• Act as a trusted technical guide by conducting deep-dive troubleshooting to uncover and resolve real issues subscribers face in their home or business.
• Master the problem-solving soft sell: when you spot a gap in a customer’s service, confidently and respectfully recommend the right technology, service tier, or bundle to solve their whole problem.
• Educate and empower customers with patience, confidence, and empathy to guide them toward the right solutions, especially when they are frustrated or confused by their technology.
• Communicate the customer’s vision and solution to our Field Service and Smart Home Specialists teams so they know exactly what needs to be done to make you—and the customer—look like heroes.
• Keep your finger on the pulse of system updates, billing processes, and new products so your advice is always the most valuable thing in the room.

Requirements

• High school diploma or equivalent.
• Minimum two years of experience in a customer service, technical support, or account management role.
• Proven track record of resolving complex customer issues with patience and professionalism.
• Comfortability with technical troubleshooting and soft-selling/making appropriate recommendations.

Qualifications

• You genuinely care about helping people and take initiative to make someone’s day better.
• You enjoy solving puzzles and can troubleshoot technology while translating complex tech-speak into friendly, neighborly advice.
• You embrace the soft sell, recognizing that recommending the right product or upgrade is a vital way of solving a customer’s problem.
• You have a calm, reassuring presence and can give customers confidence that their account and technical needs are in good hands.
• You are a team player who functions with little to no supervision and maintains a highly organized day.
• You have excellent oral and written skills, ensuring every email and phone call represents the Jade brand perfectly.
• You are a self-starter, motivated, deeply empathetic, and technologically literate.

Benefits

• Competitive salary + bonus incentives.
• Free Jade service—we’ll cover your internet, phone, security, and parental controls.
• Free SWAG.
• Retirement, medical, dental, and optical benefits.
• PTO and company holidays.
• A fun and modern office environment with an espresso machine, kitchen, and great co-workers.

Pay

$31,000–$39,000 + bonus incentives (based on experience).