Customer Care Specialist I- Residential

As a Customer Care Specialist I at Sparklight, your primary responsibilities include engaging with customers both in-person and digitally, solving problems, assisting with inquiries, and promoting our products to drive revenue. You’ll also follow up to ensure customer satisfaction, making sure every interaction leaves a positive impact.

To qualify for the Customer Care Specialist I position at Sparklight, you need a high school diploma or GED, along with some experience in customer service. Strong communication skills, data entry accuracy, and a willingness to learn about our products are also crucial for success in this role.

Sparklight is dedicated to fostering career growth among its Customer Care Specialists by providing comprehensive training, opportunities for advancement, and a supportive, collaborative work environment. We believe in recognizing your contributions and helping you reach your professional goals.

Sparklight offers an excellent benefits package for Customer Care Specialists, including medical, dental, and vision plans, paid time off, a 401(k) with company matching, tuition reimbursement, and access to community support programs. These benefits reflect our appreciation for our associates' efforts.

While being bilingual in English and Spanish is a plus for the Customer Care Specialist I role at Sparklight, it’s not a strict requirement. However, proficiency in both languages can greatly enhance your ability to connect with a broader range of customers.

To handle difficult customer situations, I focus on active listening to fully understand their concerns. I stay calm and reassure the customer that I'm here to help. Providing clear, honest, and prompt solutions is key, as well as following up to ensure satisfaction.

Certainly! There was a situation where a customer faced multiple issues in one interaction. I took the time to carefully resolve each issue, extending my assistance even after the call to ensure they had the support they needed. They appreciated the extra effort, and it strengthened their loyalty to our company.

In busy times, I prioritize tasks by assessing urgency and impact. I handle urgent customer inquiries first, and then organize follow-up actions. I also set clear timeframes for tasks to keep myself on track and ensure customer needs are met promptly.

As a Customer Care Specialist at Sparklight, I understand that I need to be familiar with our wide range of internet and TV services. I would proactively learn about product features, benefits, and promotions to effectively educate and assist customers in making informed decisions.

I would initiate a conversation to understand the customer's needs and use that information to suggest relevant services or upgrades. Emphasizing the benefits and how these services can enhance their experience would be key to encouraging them to explore their options.

Empathy is vital in customer service; it allows me to connect with customers at a human level. When I genuinely understand their feelings and experiences, I can provide personalized solutions that resonate with their needs, fostering a trusting relationship.

If faced with a question I can't answer, I would acknowledge the customer's query and assure them that I'm committed to finding the information they need. I would either consult a colleague or refer to our knowledge base, and I’d communicate clearly with the customer throughout the process.

I take follow-ups seriously as they demonstrate to the customer that I care about their experience. I would check in with them within a few days to ensure their issue remains resolved and to ask if they need further assistance, creating a lasting positive impression.

To keep up with product and service changes, I actively participate in any training sessions and read updates from the company. I also engage with team meetings and discussions to ensure I’m always informed and ready to assist customers with the latest offerings.

I’m inspired by the opportunity to make a positive difference in someone’s day. Building connections and solving problems for people gives me purpose and satisfaction. Knowing that my role as a Customer Care Specialist can improve someone’s experience really motivates me.