The Customer Care Representative position will provide customer support for our Learning & Development, National Conferences, Chapter Relations, and Membership teams in Exton, PA

Duties and responsibilities

Handle customer calls and emails supporting Learning and Development, National Conferences, Chapter Relations, and Membership customers. Handle requests efficiently and effectively and provide the highest quality of member interaction, service, and satisfaction. Tasks Include:

• Dues Processing for new and renewing members.
• Course enrollment for customers interested in taking training classes.
• Registering individuals for SCTE Cable-tec EXPO.
• Record Chapter Meeting Attendance
• Ensure Data Integrity (merge duplicate records and maintain key demographic areas).
• Track and record customer cases in Salesforce, escalate common questions and concerns.
• Troubleshoot issues that are experienced by the customer and escalate those issues to the department leads or IT as needed.
• Maintain confidentially of documents and proprietary information.
• Cooperate with and ensure a respectful and courteous disposition to all external and internal customers.

Qualifications

• Excellent typing, data entry, database maintenance and database troubleshooting skills.
• 2 to 3 years’ experience in a call center or customer service role requiring excellent phone/email manners, etiquette, and communication.
• Proficient in Microsoft Office Outlook, Word, and Excel.
• In-depth understanding of customer service, preferred knowledge of cable industry
• 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.
• Familiarity with terminology used in the cable telecommunications industry is highly desired.
• Salesforce experience is a plus.

Working conditions

This job requires a 40-hour work week from 8:30am-5pm (EST) to align with the department’s service schedule. This role is hybrid, requiring one day a week in the Exton office however, fully remote work will be considered based on the candidate’s location and suitability for fully remote work This job operates in a professional office environment. This role routinely uses standard office equipment.

Benefits

SCTE offers a comprehensive total compensation and benefits package. This position is eligible for bonus incentive compensation up to 10% of base salary. In addition, SCTE offers a 401(k) with an employer match up to 6%, and an ADDITIONAL 8% contribution to 401(k) which is all fully vested after only two years of employment. We offer 10 paid holidays, unlimited PTO, flexible work arrangements, support for working parents, and a focus on work/life balance. Our benefits package to support employees and their family's wellbeing includes medical, dental, vision insurance, flexible spending and health savings accounts- with! employer contribution, as well as company paid long-term care insurance, Life/AD&D insurance, short-term and long-term disability, and legal support. There are several additional and supplemental benefits including but not limited to cancer, hospital, and accident insurance, Employee Assistance Program (EAP), tuition reimbursement, and paid family and medical leave.

CableLabs is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are decided on the basis of qualifications, merit, and business need. If you need assistance or an accommodation due to a disability, you may contact us at humanresourcesteam@cablelabs.com or 303-661-3307.