Customer Care Representative

Innovation at its Best: Join our Forward-Thinking Company

SCTE®, 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. 

The Customer Care Representative position resides in the Customer Care department at SCTE. This department supports SCTE’s 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.

Why This Role Is Exciting

This 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.

What You’ll Do

• Respond 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.
• Manage multiple chat conversations simultaneously while maintaining accuracy, professionalism, and empathy for the customer.
• Assist customers with the following with accuracy:
  • Membership activation process, and use of services
  • Training program registration, including enrollment and access.
  • Inquiries regarding SCTE TechExpo and other national events.
• Maintain data integrity and ensure key demographic information is accurate and up to date across SCTE record keeping systems.
• Track and record customer cases in Salesforce, for inquiries initiated through all service channels; escalate questions or issues as appropriate.
• Troubleshoot customer issues and coordinate escalation when needed.
• Handle confidential documents and proprietary information with discretion and professionalism.
• Collaborate respectfully and effectively with internal teams to ensure seamless and consistent service experience across all support channels.
• Other duties as assigned.