Customer Care & Retention Specialist

Cable ONE; Bisbee (AZ); On-site; USD 20,000 - 22,000; Full time

Benefits offered by this job

Health from Day One

Protect What Matters

Recharge & Refresh

Plan for Tomorrow

Extra Peace of Mind

Job summary

Cable One’s Sparklight brand is seeking a Customer Care and Sales Advisor for an in‑office role. You’ll be the friendly voice and solutions partner, assisting with billing, scheduling service, and guiding product changes while building trust with customers.

As you grow, you’ll resolve more complex issues, retain customers considering disconnects, upsell services, and input orders accurately. You will follow scripted communications, contribute to team goals, and help protect relationships while

Qualifications

• High School Diploma or GED is required.
• 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.

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.

Skills

Strong communication

Active listening

Patience

Empathy

Fact-finding questions

Product knowledge

Education

High School Diploma or GED

Job description

Cable One’s Sparklight brand is seeking a Customer Care and Sales Advisor for an in‑office role. You’ll be the friendly voice and solutions partner, assisting with billing, scheduling service, and guiding product changes while building trust with customers.

As you grow, you’ll resolve more complex issues, retain customers considering disconnects, upsell services, and input orders accurately. You will follow scripted communications, contribute to team goals, and help protect relationships while