As a Hometown Care Specialist, you will be delivering exceptional customer experience for our fiber and cable customers. In this role, you will handle inbound customer care calls, helping customers with billing questions, service concerns, account support, and product needs. This role is about much more than answering calls — it is about helping customers stay connected, solving problems with urgency and empathy, and making every interaction a positive one. Our customers count on us to provide reliable service and trusted support, and this position plays a key role in building loyalty and confidence.
Success in this role is built on the three core pillars of customer care:
- Resolve the issue — address the customer’s immediate need with accuracy and ownership
- Prevent the next — reduce repeat calls by identifying root causes, educating the customer, and proactively addressing future concerns
- Position new products and services — recommend solutions that improve the customer’s experience and meet their evolving needs
What You'll Do
- Handle inbound customer care calls in a fast-paced call center environment
- Resolve billing questions, service concerns, and account issues with a focus on First Call Resolution and reducing repeat contacts
- Deliver a best-in-class customer experience through empathy, professionalism, and problem-solving
- Proactively work to reduce repeat calls by addressing root causes and helping prevent future issues
- Educate customers on their accounts, services, billing, and available options
- Use a consultative approach to recommend and position new products and services based on customer needs
- Access and update customer accounts while speaking with customers
- Maintain knowledge of products, services, systems, and industry updates
- Support team goals related to customer satisfaction, retention, and growth
- Strong communication skills and the ability to build rapport with customers over the phone
- A genuine passion for helping customers and creating a positive experience
- The ability to manage multiple priorities in a fast-paced environment
- Strong judgment and problem-solving skills
- Comfort navigating multiple computer systems while actively engaging with customers
- A team-oriented mindset and the ability to handle challenging situations with professionalism
- Willingness to learn product knowledge, billing systems, and sales techniques
- Flexibility to work rotating schedules, including evenings, weekends, holidays, and overtime as needed
- Fast-paced call center environment with a strong focus on quality, compliance, and customer service.
- Performance measured through productivity, accuracy, quality, and adherence to established procedures.
Work Location: In person
