Customer Care Representative

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SCTE®, a subsidiary of Cable Labs, is shaping the future of connectivity. Through technological leadership and innovation, SCTE has served as the applied science leader for the cable telecommunications industry for more than five decades. As a not-for-profit member organization, SCTE moves member companies forward through continuous training for the workforce of tomorrow and by putting leaders into the conversations that matter.

The Customer Care Representative position resides in the Customer Care department s department supports SCTE’s members, learners, and event participants by delivering consistent, high-quality service across all service channels. Our work helps members successfully access programs, certifications, and industry resources while ensuring operational accuracy and reliability.

This position focuses on responding to inquiries, supporting registrations, and maintaining accurate records within internal systems. The role includes case documentation and appropriate escalation to ensure effective and timely resolution. The impact of this work extends beyond individual interactions, contributing to member confidence, data integrity, and the smooth execution of SCTE programs. Consistent service delivery supports organizational objectives related to engagement, retention, and operational excellence.

• 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.
• Assist customers with the following with accuracy:
  • Membership activation process, and use of services
  • Training program registration, including enrollment and access.
  • Inquiries regarding SCTE Tech Expo 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; elevate 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.
• Other duties as assigned.

• 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.

• Experience with Salesforce.
• Familiarity with the cable telecommunications industry, or the ability to quickly build industry knowledge, preferred.

Compensation: 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.

Health Benefits: Comprehensive healthcare coverage including medical, dental, vision insurance. Access to flexible spending and health savings accounts with employer HSA contribution.

Retirement Benefits: 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…