Customer Care Specialist I - Business

Business Care Specialist I

At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

Key Responsibilities

• Deliver high-quality, end-to-end customer support by resolving inquiries, escalations, and billing issues accurately and efficiently
• Act as a trusted advisor, uncovering customer needs through effective discovery and recommending the most appropriate products, services, and solutions
• Identify and execute upsell and cross-sell opportunities that enhance the customer's experience, value, and long-term relationship with the company
• Ensure a seamless customer experience by coordinating service changes, installations, and post-installation support
• Own the customer interaction, resolving the reason for the call while expanding the conversation to address broader business needs
• Maintain accurate account documentation and leverage systems like Salesforce and ACP to track, manage, and optimize customer interactions and sales outcomes
• Collaborate with cross-functional teams to resolve complex issues and deliver integrated solutions
• Meet or exceed performance metrics, including revenue generation, conversion rates, customer satisfaction, and resolution time
• Demonstrate strong problem-solving, communication, and multitasking skills in a fast-paced, customer-first and sales-driven environment

Qualifications

• High school diploma or equivalent.
• 1-2 years of customer service or call center experience.
• Experience supporting business-level (B2B) customers, preferred.
• Proficiency with CRM and billing systems, including Salesforce and ACP.
• MATHEMATICAL SKILLS - Ability to calculate figures and amounts such as discounts, prorations, and percentages.
• LANGUAGE SKILLS - Ability to read and comprehend simple instructions and short correspondence. Ability to write simple correspondence with accurate grammar. Ability to articulate both, written and oral, information to customers, clients, and other associates of the organization.
• REASONING ABILITY - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Strong customer service skills with emphasis on phones and data entry preferred.
• Ability to multi-task in a fast-paced environment with high autonomy, accountability, and reliability.

Core Competencies

• Committed: Values each and every customer, while working hard to keep their business and support our communities.
• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
• Proactive: Understand what our customers need, and actively works to make their relationship with us seamless, easy, and rewarding.
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

• Medical, dental, and vision plans – start when you start!
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days)
• 401(k) - 100% company match (match program starts immediately, up to 5% of eligible compensation)
• Group Legal plan with Identity Theft Protection

Additional Perks

• Tuition reimbursement (up to $5,250 on 1st year)
• Annual community support to various organizations across the U.S.
• Associate recognition & awards programs
• Advancement opportunities
• Collaborative work environment

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions.

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.

Job offers are contingent upon the results of background, drug screening, and reference check.