About Company
At Cox Communications, we’re dedicated to connecting our customers to the people, places, and things that matter most. As a leading provider of internet, TV, phone, and home security services, we strive to deliver an exceptional experience through innovation, integrity, and a deep commitment to our communities. We believe in fostering a diverse and inclusive environment where every team member can thrive, grow, and contribute to our shared success. With a rich history of over 50 years, Cox Communications continues to lead the way in telecommunications, constantly evolving to meet the demands of a connected world. Joining Cox means becoming part of a family that values your contributions, supports your development, and celebrates your achievements. We are more than just a service provider; we are builders of connections, empowering lives, and creating a brighter future for our customers and our employees alike. Discover a career where your passion meets purpose and where you can make a real difference, all from the comfort of your own home.
Job Description
Are you a problem-solver with a passion for helping others? Do you thrive in a fast-paced environment and enjoy making a positive impact on people’s daily lives? Cox Communications is seeking dedicated and empathetic Customer Care Representatives to join our dynamic remote team, serving our valued customers in Gilbert, Arizona, and surrounding areas. In this vital role, you will be the first point of contact for our customers, providing exceptional support and resolving inquiries related to their internet, TV, phone, and smart home services. This is a fantastic opportunity to leverage your communication skills and technical aptitude to deliver outstanding service from the convenience of your home office.
As a Remote Customer Care Representative, you will be responsible for understanding customer needs, troubleshooting technical issues, explaining complex information clearly, and offering personalized solutions. You’ll engage with customers through inbound calls, guiding them through various processes, addressing billing questions, and providing information about our products and services. We are looking for individuals who are not only skilled communicators but also empathetic listeners, capable of diffusing challenging situations and turning potential frustrations into positive experiences. You’ll be supported by a comprehensive training program designed to equip you with all the knowledge and tools needed to succeed. While working remotely, you’ll be an integral part of our team, contributing to a collaborative culture and upholding Cox’s reputation for excellence. If you’re ready to embark on a rewarding career where your efforts directly contribute to customer satisfaction and company success, we encourage you to apply!
Key Responsibilities
- Answer inbound customer calls promptly and professionally, providing courteous and efficient service.
- Identify customer needs by asking clarifying questions and actively listening to their concerns.
- Provide technical support for Cox products and services, including internet, TV, phone, and smart home devices, guiding customers through troubleshooting steps.
- Resolve billing inquiries, process payments, and explain charges clearly and accurately.
- Educate customers on product features, benefits, and service options, identifying opportunities to enhance their experience.
- Document all customer interactions accurately and thoroughly in the CRM system.
- Escalate complex issues to appropriate departments when necessary, ensuring seamless resolution for the customer.
- Maintain a high level of customer satisfaction by delivering exceptional service and fostering positive relationships.
- Adhere to company policies, procedures, and quality standards in all interactions.
- Participate in ongoing training and development to stay current with product knowledge and service updates.
Required Skills
- High School Diploma or GED
- Minimum 1 year of customer service experience (call center experience preferred)
- Excellent verbal and written communication skills
- Strong active listening and problem-solving abilities
- Proficiency with computer systems, including CRM software and Microsoft Office Suite
- Ability to multitask effectively in a fast-paced environment
- High-speed internet connection and a dedicated, quiet home workspace
- Demonstrated empathy and patience when dealing with diverse customer needs
- Ability to work independently and as part of a remote team
Preferred Qualifications
- Associate’s degree or higher in a related field
- Experience in the telecommunications or technology industry
- Familiarity with network troubleshooting and consumer electronics
- Bilingual (English/Spanish) skills are a plus
Perks & Benefits
- Competitive hourly wage with performance-based incentives
- Comprehensive health, dental, and vision insurance
- Paid time off and holiday pay
- 401(k) retirement plan with company match
- Tuition reimbursement program
- Complimentary Cox services (internet, TV, phone) in eligible service areas
- Ongoing training and career development opportunities
- Employee assistance program
- Opportunity to work from the comfort of your home
How to Apply
If you are eager to contribute your skills to a leading telecommunications company and thrive in a remote work environment, we encourage you to apply! Please click on the application link below to submit your resume and complete our online application process.