Customer Care & Retention Specialist

CableOne Limited; Odessa (TX); On-site; USD 1,929,000 - 2,755,000; Full time

Benefits offered by this job

Health insurance from day one

Life insurance

Generous paid time off

401(k) with company match

Group legal plan and identity theft保护

Tuition reimbursement

Community involvement programs

Career advancement opportunities

Job summary

Sparklight, a Cable One brand, is seeking an in-office Customer Care and Sales Advisor. You will support customers with billing questions, scheduling service, and product changes, while building trust through empathetic communication.

As you grow, you’ll handle more complex issues, retain customers considering disconnects, and match needs to the right services. This role blends service and sales skills, focusing on caring for customers and demonstrating the value of staying with Sparklight.

Qualifications

• High School Diploma or GED
• 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
• 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.
• 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

Active listening

Empathy

Communication

Problem solving

Upselling skills

Education

High School Diploma or GED

Tools

Cable One product knowledge

Job description

Sparklight, a Cable One brand, is seeking an in-office Customer Care and Sales Advisor. You will support customers with billing questions, scheduling service, and product changes, while building trust through empathetic communication.

As you grow, you’ll handle more complex issues, retain customers considering disconnects, and match needs to the right services. This role blends service and sales skills, focusing on caring for customers and demonstrating the value of staying with Sparklight.