Customer Care & Retention Specialist

Cable One, Inc.; Du Quoin (IL); On-site; USD 22,000 - 23,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Paid time off

401(k) with company match

Tuition reimbursement

Employee discounts

Job summary

Cable One, Inc. in an in-office role is seeking a Customer Care and Sales Advisor I to support customers with billing questions, scheduling service, and guiding product changes.

You will listen empathetically, resolve standard issues, and upsell services while protecting relationships and demonstrating the value of staying with Cable One. You will grow to handle more complex scenarios, retain customers considering disconnects, and align needs with the right products within Sparklight branding.

Qualifications

• High School Diploma or GED required.
• Ask fact-finding questions to identify solutions aligned with customer needs.
• Demonstrated patience and professionalism in all customer interactions.
• 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.

Responsibilities

• Learn and apply Retention Sales and Customer Care concepts, procedures, and methodologies.
• Respond to inbound customer inquiries via phone or ticketing systems, providing personalized and thoughtful communication.
• 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.
• 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

Active listening

Communication

Empathy

Sales ability

Customer service

Fact-finding questions

Education

High School Diploma or GED

Tools

Ticketing systems

CRM systems

Job description

Cable One, Inc. in an in-office role is seeking a Customer Care and Sales Advisor I to support customers with billing questions, scheduling service, and guiding product changes.

You will listen empathetically, resolve standard issues, and upsell services while protecting relationships and demonstrating the value of staying with Cable One. You will grow to handle more complex scenarios, retain customers considering disconnects, and align needs with the right products within Sparklight branding.