Customer Care Representative

Job not on LinkedIn

🕒 5 days ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $36.4k - $43.7k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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CableLabs

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1988

📡 Telecommunications

🤝 B2B

Telecommunications • B2B

CableLabs is a nonprofit research, development and innovation lab that advances broadband and cable technologies. It co-creates and maintains industry specifications (DOCSIS 3. 1/4. 0, 10G initiatives, PON technologies), operates specialty test labs and interoperability events, provides certification and testing services, and manages patents & licensing while convening cable operators, vendors and working groups to drive future connectivity standards.

📋 Description

• 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 TechExpo 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; escalate 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.

🎯 Requirements

• 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 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.

🏖️ Benefits

• Comprehensive healthcare coverage including medical, dental, vision insurance. • Access to flexible spending and health savings accounts with employer HSA contribution. • 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 years of employment. • Flexible work arrangements. • Unlimited PTO. • 11 paid holidays. • 100% paid family and medical leave.