Customer Care Representative

divh2Customer Care Representative/h2pFully Remote Louisville, CO 80027/ph3Overview/h3pSalary Range $36,400.00 - $43,680.00 Hourly Level Entry Position Type Full Time Education Level None Travel Percentage None Category Customer Service/ph3Description/h3pInnovation at its Best: Join our Forward-Thinking Company/ppSCTE, a subsidiary of CableLabs, is shaping the future of connectivity. Through technological leadership and innovation, SCTE has served as the applied science leader for the cable telecommunications industry for more than five decades. As a not-for-profit member organization, SCTE moves member companies forward through continuous training for the workforce of tomorrow and by putting leaders into the conversations that matter./ppThe Customer Care Representative position resides in the Customer Care department at SCTE. This department supports SCTEs members, learners, and event participants by delivering consistent, high-quality service across all service channels. Our work helps members successfully access programs, certifications, and industry resources while ensuring operational accuracy and reliability./ppWhy This Role Is Exciting/ppThis position focuses on responding to inquiries, supporting registrations, and maintaining accurate records within internal systems. The role includes case documentation and appropriate escalation to ensure effective and timely resolution. The impact of this work extends beyond individual interactions, contributing to member confidence, data integrity, and the smooth execution of SCTE programs. Consistent service delivery supports organizational objectives related to engagement, retention, and operational excellence./ppWhat Youll Do/pulliRespond 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./liliManage multiple chat conversations simultaneously while maintaining accuracy, professionalism, and empathy for the customer./liliAssist customers with the following with accuracy: ulliMembership activation process, and use of services/liliTraining program registration, including enrollment and access./liliInquiries regarding SCTE TechExpo and other national events./li/ul/liliMaintain data integrity and ensure key demographic information is accurate and up to date across SCTE record keeping systems./liliTrack and record customer cases in Salesforce, for inquiries initiated through all service channels; escalate questions or issues as appropriate./liliTroubleshoot customer issues and coordinate escalation when needed./liliHandle confidential documents and proprietary information with discretion and professionalism./liliCollaborate respectfully and effectively with internal teams to ensure seamless and consistent service experience across all support channels./liliOther duties as assigned./li/ulh3Qualifications/h3pWhat Is a Must Have/pulli2 to 3 years experience in a call center or customer service role requiring excellent phone/email manners, etiquette, and communication./liliExcellent typing, data entry, database maintenance and database troubleshooting skills proficient in Microsoft Office particularly Outlook, Word, and Excel./liliDemonstrates foundational knowledge of customer service best practices, including timely follow-up, clear communication, documentation accuracy, and appropriate escalation of issues to ensure effective resolution./liliDemonstrates strong interpersonal skills with the ability to work both independently and in a team environment./liliOrganized, detail-oriented, multi-tasker and problem-solver./liliPositive attitude and people oriented./liliHigh school diploma, general education degree or equivalent./li/ulpWhat Will Set You Apart/pulliExperience with Salesforce./liliFamiliarity with AI-enabled customer support tools or interest in learning emerging technologies in customer experience/liliFamiliarity with the cable telecommunications industry, or the ability to quickly build industry knowledge, preferred./li/ulpAt CableLabs Youll Enjoy Comprehensive Compensation and Benefits/ppCompensation: The salary range is $36,400 - $43,680 . This position is eligible for bonus incentive compensation up to 10% of base salary. This position is hourly and eligible for overtime./ppHealth Benefits: Comprehensive healthcare coverage including medical, dental, vision insurance. Access to flexible spending and health savings accounts with employer HSA contribution./ppRetirement Benefits: 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./ppWork-Life Balance: Flexible work arrangements, Unlimited PTO, 11 paid holidays, 100% paid family and medical leave./ppTo learn more and discover additional benefits, read our Employee Benefits Guide./ppWorking conditions and physical requirements:/ppThis position is fully remote and requires a dedicated home workspace with reliable high-speed internet access. Standard work schedule is 8:30 a.m. 5:00 p.m. (EST), with flexibility required during peak service periods. The role operates in a fast-paced, metrics-driven environment requiring sustained focus and the ability to manage multiple digital systems and communication channels simultaneously./ppThis position also requires the following:/pulliProlonged periods of sitting and working at a computer./liliFrequent use of keyboard and mouse, requiring manual dexterity./liliAbility to read detailed information on a computer screen for extended periods./liliAbility to communicate clearly via phone and video conferencing platforms/li/ulpWe understand that the confidence gap and imposter syndrome can make it challenging for exceptional candidates to apply. We encourage you to apply confidently and without hesitation, you may just be the right candidate for this position or similar opportunities./ppCableLabs 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 accommodation due to a disability, you may contact us at View email address on click.appcast.io or View phone number on click.appcast.io. View our full EEO policy here./p/div