Customer Care and Sales Advisor - Pell City - Cable One

    Cable One
    Cable One Pell City

    13 hours ago

    Description
    Job Description:
    Customer Care and Sales Advisor I
    At Sparklight, a Cable One brand, we believe in a neighborly approach-connecting people to what matters most. Are you ready to play a key role in this mission?
    As Customer Care and Sales Advisor I, you'll be the supportive voice and solutions partner for our customers. Whether assisting with billing questions, scheduling service, or guiding product changes, you'll build trust by listening empathetically and responding clearly. As you grow in the role, you'll handle more complex situations-resolving issues, retaining customers considering disconnecting, and matching their needs with the right products and services. This position blends service and sales skills, focusing on caring for customers, protecting relationships, and demonstrating the value of staying with Sparklight. Every interaction counts-for both the customer and the company.
    Key Responsibilities
    • Learn and apply Retention Sales and Customer Care concepts, procedures, and methodologies.
    • Perform entry-level sales and support tasks within a designated region or business area.
    • Respond to inbound customer inquiries via phone or ticketing systems, providing personalized and thoughtful communication.
    • Actively listen and ask questions to understand customer needs, showing empathy and respect.
    • Handle a variety of customer-facing duties, including:
      • Addressing requests to disconnect or remove services
      • Providing billing and pricing information
      • Resolving standard issues remotely or educating customers on resolution steps
      • Scheduling service appointments when remote resolution isn't possible
      • Arranging product returns or exchanges
      • Managing add/change/delete requests in hosted platforms
    • Use effective telephone-based selling skills to:
      • Build rapport and identify customer issues
      • Offer creative solutions and explain product/service benefits
      • Negotiate household spend and upsell additional services
      • Accurately and efficiently input orders
    • Meet or exceed weekly and monthly sales activity goals.
    • Follow company-approved scripts to ensure consistent communication.
    • Assist with special projects as assigned.
    Qualifications
    • High School Diploma or GED
    • Ability to ask fact-finding questions to identify solutions aligned with customer needs
    • Demonstrated patience and professionalism in all customer interactions
    • Working knowledge of Cable One products and services
    • Strong communication and active listening skills
    • Ability to remain composed and empathetic in high-pressure situations
    • Ability to sit for extended periods, use hands, talk, and hear
    • May be required to lift up to 10 pounds
    Benefits
    Cable One values the contributions of our associates and offers an excellent benefits package, including:
    • Health from Day One: Medical, dental, and vision plans start immediately
    • Protect What Matters: Life insurance for you and your loved ones
    • Recharge & Refresh: Generous paid time off for vacations, holidays, and personal days
    • Plan for Tomorrow: 401(k) with 100% company match (up to 5%) from day one
    • Extra Peace of Mind: Group legal plan and identity theft protection
    Additional Perks
    • Learn & Earn: Tuition reimbursement up to $5,250 in your first year
    • Give Back: Participate in community support programs across the U.S.
    • Celebrate Wins: Recognition and awards programs highlight your achievements
    • Grow Your Career: Clear advancement opportunities
    • Team Vibes: Collaborative work environment where ideas and teamwork thrive
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