Join our team of Customer Care Specialists, the dedicated guardians who proactively support and serve our customers with everyday excellence.
Position Description
As a Customer Care Specialist, you are the frontline guardian of the Jade experience. You ensure every subscriber feels heard, valued, and fully supported, whether you are resolving billing questions, troubleshooting, or recommending the perfect upgrade.
What You'll Do
- Deliver everyday excellence by providing proactive, white-glove support for all billing, account management, and technical inquiries.
- Position Jade as Southern Colorado's premier smart home provider by treating every caller with unparalleled respect and expertise.
- Act as a trusted technical guide. You will conduct deep-dive troubleshooting to uncover and resolve the real teach problems subscribers are facing in their home or business.
- Master the problem-solving soft sell. When you spot a gap in customer's service, you confidently and respectfully recommend the right technology, service tier, or bundle that solve their whole problem.
- Educate and empower customers. If they are frustrated or confused by their technology, you have the patience, confidence, and empathy to guide them toward the right solutions.
- Communicate the customer's vision and solution to our Field Service and Smart Home Specialists teams so they know exactly what needs to be done to make you - and the customer - look like heroes.
- Keep your finger on the pulse of system updates, billing processes, and new products so your advice is always the most valuable thing in the room.
What You Bring
- You genuinely care about helping people. You don't wait to be told to help. You jump in and take every chance to make someone's day better.
- You like solving puzzles. You know how to troubleshoot our technology and translate complex tech-speak into friendly, neighborly advice.
- You embrace the soft sell. You recognize that recommending the right product or upgrade isn't pushy - it's a vital way of solving a customer's problem.
- You have a calm, reassuring presence. You can talk to anyone and give them total confidence and peace that their account and technical needs are in good hands.
- You are a team player who functions with little to no supervision and can keep a highly organized day.
- You have excellent oral and written skills, ensuring every email and phone call represent the Jade brand perfectly.
- You are a self-starter, motivated, deeply empathetic, and technologically literate.
- You take initiative. Waiting to be told what to do or to take action will not fly.
Minimum Requirements
- High school diploma or equivalent
- Minimum two years experience in a customer service, technical support or account management role.
- Proven track record of resolving complex customer issues with patience and professionalism
- Comfortability with technical troubleshooting and soft-selling/making appropriate recommendations is a must.
What You'll Get
- Competitive salary + bonus incentives
- Free Jade service – we’ll pick up the tab on your internet, phone, security, and parental controls. Seriously!
- Free SWAG!
- Awesome benefits like Retirement, Medical, Dental, & Optical
- PTO and Company Holidays
- A fun and modern office environment with an espresso machine, kitchen, and great co-workers
Salary is TBD based on experience. $31,000-$39,000 + bonus incentives
Conclusion
- This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
Pay: $31,000.00 - $39,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- How many years of commissions-based sales experience do you have?
- Tell us about the toughest objection you've handled
Work Location: In person
