Job Description:
At Sparklight, a Cable One company, you’ll be part of a team that keeps people connected to what matters most. Here, your career is more than just a job—it’s a journey filled with purpose, growth, and support. You’ll thrive in a role that values your well-being, offers a strong work/life balance, and encourages you to make a difference in the community where you live and work. We’re proud to foster a workplace that’s open, inclusive, and genuinely welcoming—where you can be yourself and feel right at home.
The Bulk MDU Customer Service Support Specialist provides dedicated support for bulk multi-dwelling unit (MDU) communities, property partners, internal sales teams, field teams, and residents. This role supports the full customer service lifecycle for bulk MDU accounts, including account qualification, order entry, service coordination, billing research, customer education, escalations, documentation, and follow-up. Through the use of approved customer management systems, the position helps ensure accurate account handling, timely issue resolution, strong partner communication, and a positive customer experience for residents living in bulk-served communities.
We are excited to welcome a friendly, driven, and growth-minded individual who’s passionate about making a meaningful impact in the communities we call home.
What You’ll Do
- Serve as a primary support contact for bulk MDU customer service needs, including resident inquiries, property account questions, service requests, billing concerns, and account updates.
- Support bulk MDU account setup, account qualification, order entry, provisioning requests, service changes, and move-in or move-out activity using approved customer management systems.
- Coordinate with Sales, Account Management, Field Operations, Billing, Customer Care, and other internal teams to resolve resident and property-level service issues.
- Assist residents and property contacts with education related to bulk service offerings, equipment, installation expectations, service availability, billing structure, and support processes.
- Research and resolve account discrepancies, billing questions, service interruptions, duplicate accounts, non-pay issues, transfers of service, and other customer care concerns.
- Schedule, reschedule, and monitor installation and service appointments for residents in bulk MDU communities, ensuring timely communication with customers and internal partners.
- Document all customer, resident, property, and internal partner interactions accurately in applicable systems, including notes, status updates, escalations, and resolution details.
- Escalate complex technical, billing, service, or account management issues to the appropriate teams and follow up until resolution is confirmed.
- Maintain accurate address lists, property records, unit information, bulk community details, and CRM data for assigned MDU properties.
- Identify recurring customer service issues, process gaps, or property-specific trends and communicate improvement opportunities to leadership.
- Assist with onboarding support for new bulk MDU properties, including coordination of resident communications, account readiness, service availability, and launch-related support needs.
- Maintain current knowledge of company products, bulk MDU processes, customer support procedures, billing practices, and system updates.
- Support special projects, reporting requests, administrative tasks, and other duties as assigned to improve the customer and property partner experience.
- Proficient in using ACSR/CSG system.
Qualifications
- 3-4 years’ prior experience
- High school or equivalent
Core Competencies
- Committed: We value each and every customer and work hard to earn their trust, retain their business, and support the communities we serve.
- Helpful: We provide support in ways that are most useful to our customers, addressing their needs with expertise, respect, and empathy.
- Proactive: We anticipate what our customers need and take initiative to make their experience with us seamless, easy, and rewarding.
- Personal: We take the time to understand our customers and tailor our communications and interactions to meet their unique needs and expectations.
Benefits
As a key contributor to our growth, your performance doesn’t just move the needle—it sets the pace. That’s why we offer a benefits package designed to keep you energized, focused, and supported—on and off the sales floor:
- Day-One Coverage: Hit the ground running with medical, dental, and vision plans that start the same day you do—because your health shouldn’t wait while you’re out building client relationships.
- Life Insurance: Peace of mind for you and your loved ones, so you can focus on helping businesses grow, knowing your family is protected.
- 401(k) with 100% Match We invest in your future just like you invest in your clients—matching up to 5% from day one, because long-term success matters.
- Generous Paid Time Off: Whether you’re recharging after a big pitch or celebrating a win, you’ll have the time you need to reset and come back ready to close your next deal.
Additional Perks
- Tuition Reimbursement: Up to $5,250 in your first year to sharpen your sales skills, explore digital marketing trends, or level up your business acumen—because learning fuels leadership.
- Career Advancement: Clear paths to grow your role and impact. Whether you’re aiming for senior sales leadership or expanding your territory, we support your climb.
- Recognition Programs: Your wins won’t go unnoticed. From shoutouts to awards, we celebrate the deals you close and the relationships you build.
- Free Services: Complimentary Cable One services if you live in a serviceable area.
- Exclusive Discounts: Enjoy complimentary Cable One services if you live in a serviceable area—because perks should follow performance.
- Community Impact: We give back to the communities where we live and work—something you can be proud to be part of.
Our Commitment
Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.
Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
Pre-hire Processes
Sparklight, a Cable One company, is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.
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