Customer Care Specialist I - Business

About the role

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.

Under general supervision and direction, the Business Care Specialist I serves as a consultative sales and service expert for business customers. This role resolves customer inquiries, escalations, and billing issues while proactively identifying opportunities to upsell, cross-sell, and recommend tailored solutions that align with the customer’s overall business needs.Deliver high-quality support to business customers by resolving inquiries, escalations, and billing issues accurately and efficiently.

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.
• Experience with Salesforce & 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 use seamless, easy, and rewarding.
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

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, such as:

• 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

We’re an Award-Winning Organization!

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.

Pre-hire Processes

• Cable One and our family of brands 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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