Business Care Manager

Cable One, Inc.; Phoenix (AZ); Remote; USD 65,000 - 100,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Paid time off

401(k) match

Legal plan

Tuition reimbursement

Community support

Recognition programs

Career advancement

Job summary

Cable One, Inc. is seeking a senior-level leader to oversee all daily functions of our Business Care Specialists. You will manage calls, chat, billing issues, and customer inquiries while ensuring white glove service.

The role drives associate engagement and builds a robust coaching and training program aligned with business goals. You will partner with Marketing, Billing, Operations, and Cash Management to advance projects, monitor performance metrics, and continually improve processes for

Qualifications

• 5+ years’ experience in customer care management.
• BS / BA Degree, or equivalent experience.

Responsibilities

• Oversees all daily functions of Business Care Specialists, including incoming and outgoing calls, online chat, call volume, billing and customer issues.
• Drives associate engagement through direct interaction and support.
• Develops and sustains a high performing coaching program, offering an overall and individualized training and development plan that addresses the needs and expectations of associates.
• Monitors and evaluates the effectiveness and success of the department’s training program to ensure a focus on white glove service.
• Utilizes Avaya for Quality Assurance, call metrics, and score-carding.
• Works directly with other departments on customer-related projects.
• Coordinates financial responsibility within the department such as financial reporting, refunds, write-offs, adjustments, group billing, etc.
• Continually seeks to improve team processes and procedures to create more efficient and cost-effective processes.

Skills

Customer care management

Education

BS/BA Degree

Job description

Job Description

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. We are open to hiring remote if we find the right talent in any of these states (AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT, VT).

What You Will Do to Contribute to the Company's Success

Oversees all daily functions of Business Care Specialists, including incoming and outgoing calls, online chat, call volume, billing and customer issues, while ensuring white glove standards are followed in all functions. Drives associate engagement through direct interaction and support. Develops and sustains a high performing coaching program, offering an overall and individualized training and development plan that addresses the needs and expectations of associates. Monitors and evaluates the effectiveness and success of the department’s training program to ensure a focus on white glove service. Utilizes Avaya for Quality Assurance, call metrics, and score-carding. Works directly with other departments, including Marketing, Billing, Operations, and Cash Management, on customer-related projects. Coordinates financial responsibility within the department such as financial reporting, E-Rate, refunds, write-offs, adjustments, group billing, etc. Continually seeks to improve team processes and procedures to create more efficient and cost-effective processes.

Qualifications

• 5+ years’ experience in customer care management.
• BS / BA Degree, or equivalent experience.

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

• 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! 2021 to 2023 Forbes’ “America’s Best Midsized Employers”

Our Commitment Diversity

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. 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.

Pre-Hire Processes

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.

#LI-MK1 CABO2 Cable One is the parent company of Sparklight-so when you explore careers here, you're also discovering opportunities with Sparklight. We are One. We are Sparks We are always working for you.