Business Care Manager

Cable ONE; United States; Remote; USD 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Tuition reimbursement

Annual community support

Associate recognition & awards

Advancement opportunities

Collaborative work environment

Zusammenfassung

Cable One and our family of brands seek a results-driven Customer Care Manager to lead the Business Care Specialists team and uphold white-glove standards. You will drive engagement, build a coaching program, monitor training effectiveness, and collaborate with Marketing, Billing, Operations, and Cash Management to deliver exceptional service.

A BS/BA is required and 5+ years in customer care management; the role offers a comprehensive benefits package and remote work options for the right

Qualifikationen

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

Aufgaben

• Oversees all daily functions of Business Care Specialists, including calls, chat, and billing issues, ensuring white glove standards.
• Drives associate engagement through direct interaction and support.
• Develops and sustains a coaching program with a training plan addressing associates’ needs.
• Monitors and evaluates the training program to ensure white glove service.
• Coordinates with Marketing, Billing, Operations, and Cash Management on customer-related projects.

Kenntnisse

Customer care management

Leadership

Ausbildung

BS / BA Degree, or equivalent

Jobbeschreibung

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 andcustomer issues, while ensuring white glovestandards are followed in all functions.

• Drives associate engagement through directinteraction and support.

• Develops and sustains a high performingcoaching program, offering an overall andindividualized training and development planthat addresses the needs and expectations ofassociates.

• Monitors and evaluates the effectivenessand success of the department’s trainingprogram to ensure a focus on white gloveservice.

• Utilizes Avaya for Quality Assurance, callmetrics, and score-carding.

• Works directly with other departments,including Marketing, Billing, Operations, andCash Management, on customer-relatedprojects.

• Coordinates financial responsibility withinthe department such as financial reporting,E-Rate, refunds, write-offs, adjustments,group billing, etc.

• Continually seeks to improve team processesand procedures to create more efficient andcost-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

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!

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

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.

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

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.