Customer Care Representative
Wills Point, TX

Summary:

The Customer Care Representative reports directly to the Manager of Customer Care. You will learn and develop the skills that it takes to serve our customers and community well. It starts with listening to our customers, asking thoughtful questions, picking up on their individual needs, and helping them build a resolution that best fits their family or business needs.

Duties and Responsibilities:

• Setting the customer up for success by communicating clear expectations with the customer.
• Collectively own the customer experience and resolve issues, creating a seamless experience.
• Work alongside peers, leaders, and other departments, learning and sharing ideas, while serving customers and providing resolutions to issues.
• Stay current on all systems and products to grow our skills and maintain proficiency on company requirements and our core values.
• Guide customers through their billing changes during a transition or acquisition.
• Create a positive customer experience with every contact.
• Educate the Customer on CIP, our products, and services.
• Show professionalism and integrity when transitioning a customer to CIP network and billing.
• Resolve billing issues quickly and efficiently through phone calls, emails, and chat.
• Consistent work in Excel, SONAR, and project management software/database.
• Coordinate with various inter-departmental teams and external contractors assigned to projects.
• Extensive data and file management including updating project trackers and statuses of various tasks spanning multiple departments and projects.
• Review construction drawings and input data into SONAR for new account setup.
• Call customers with outstanding debts to collect overdue payments and update notes for collection efforts.

Requirements:

• High School diploma or GED.
• Experience using a computer and typical business software.
• Ability to learn, follow instructions and take constructive criticism. Embrace change and remain flexible.
• Stationary position for 8-10 hours. Flexibility to work occasional nights, weekends, and holidays.
• Other duties needed to help drive to our Vision, fulfill our mission, and abide by our organization’s values.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*