Customer Care Specialist

Overview of the

Position Responsibilities:

Our Customer Care Specialist will be responsible for taking inbound service calls of every call type. Call types supported include customer service calls, cable, phone, and internet trouble shooting calls as well as sales related calls. If this sounds exciting, please read on.

• Supports billing calls by processing payments; accurately educating customers on their billing cycle, payment due dates and impact of non-pay status; accurately educating the customer on general charges to their account based on package and pr orations 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 access 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
• Solid performance against the critical metrics of the position. This is defined in reference to statistically charting the performance of their entire team (sales or service). Average (or mean) performance will be defined through a standard deviation analysis. Performance to successfully achieve advancement to the six-month assessment level will be defined as no less than one negative deviation from the average or mean (in comparison to the results of the entire team).
  
  This
• average will be determined by reviewing scorecard performance for the prior three months.
• Solid attendance performance, evaluated by consistent adherence to attendance guidelines.

• 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
• Ability to communicate technical information to a non-technical audience
• Must possess the ability to read and interpret documents, such as safety rules, product information and training materials
• Ability to add, subtract, multiply, and divide figures and amounts using whole numbers, common fractions, and decimals
• Ability to define problems, collect data, establish facts, and solve practical problems
• Ability to use Word processing, Internet software and e-mail
• Must be capable of becoming proficient in the use of the billing system and tools used to support the customer (training provided)

• 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…