Customer Experience Specialist - Point Reyes Office

About Us:

Horizon Cable is a small, community-focused cable television and Internet service provider (ISP) dedicated to providing top-quality Internet and video technology services to the residents of West Marin. Our mission is to ensure our customers enjoy seamless connectivity and support, fostering a digitally empowered community. Horizon Cable has proudly been in business for over 35 years and most recently; successfully brought fiber broadband to the towns of Bolinas and Stinson Beach. Come join the small but mighty Horizon Cable team as a Customer Experience Specialist if you want to work with a tight-knit team that values community and service.

Position Summary:

You will play a vital role in providing first-hand support to our customers and make a significant impact in a local setting. Someone who fits this position will be excellent at multi-tasking and capable of making swift troubleshooting decisions. This person is organized and knows how to maintain customer data within a billing system. You have proficient computer skills and communicate well across Google and Microsoft systems. You are someone who naturally connects with other people and your customer service skills are matched by your positive attitude. You are articulate and able to explain services and communicate solutions, while answering questions and the needs of customers, whether you’re on the phone, over email, or in person. If you don’t shy away from a challenge, like to wear many hats, and are committed to local service, you could be the right fit for this position.

You’ll be responsible for sales transactions and are the first person a customer comes into contact with. As one of the faces of the company, you manage customer expectations and provide extensive support throughout their contract. With your basic knowledge of and interest in Internet and television services, you’ll be able to provide insight regarding video and modem equipment as well as schedule more in-depth service calls with our field technicians. Open work orders don’t scare you and interacting with co-workers and customers in real time makes your day go by quickly.

Here is a detailed list of the key responsibilities:

-Provide excellent customer service via phone, text, email, and in-person interactions with current and potential customers.

-Sell services and assist customers with inquiries and issues related to internet and video technology services.

-Serve as primary community contact and be the source of information to support all staff and functions within the office.

-Swiftly address and resolve customer complaints or issues with a proactive and resourceful approach, ensuring prompt and effective solutions.

-Coordinate and organize the schedules of field technicians and efficiently manage work orders to maintain smooth operations.

-Set up and provide support for video and modem equipment to ensure seamless connectivity and an enjoyable customer experience.

-Conduct data entry and maintain accurate records in our billing system.

-Use Google Workspace effectively for various office tasks.

-Collaborate with the team to improve customer service processes.

-Engage with customers to understand their needs and feedback.

Environment and Physical Demands:

This position is required to lift/move up to 25 lbs. and operate in a small professional office environment, using standard office equipment. The employee may be required to sit, stand, walk, use hands, reach with hands and arms, climb, balance, stoop, kneel, or crawl.

Competencies:

-Strong communication and interpersonal skills.

-Detail-oriented.

-Problem-solving.

-Team player.

-Proactive.

-Independent.

-Solutions-oriented.

-Highly adaptable.

-Conflict resolution.

-Time management.

-Proficient in Microsoft & Google Suites.

Education & Experience:

-High School Diploma; higher education preferred

-Proven experience in a customer service and/or tech support role.

-Strong office skills, including proficiency in Google Workspace & Microsoft Office.

-Experience with billing system data entry and maintenance.

-Excellent communication skills, both verbal and written in English.

-Ability to empathize with and prioritize customer needs.

-Sales experience is a bonus.

If you're passionate about technology, customer service, and contributing to a digitally empowered community, we invite you to apply for this exciting opportunity. Please submit your resume and brief cover letter to apply@horizoncable.com. We look forward to hearing from you!

Horizon Cable is an equal opportunity employer and makes employment decisions based on merit. Company policy prohibits unlawful discrimination.