Customer Care & Retention Specialist

Cable One, Inc.; Rio Rancho (NM); On-site; USD 21,000 - 23,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Tuition reimbursement

Identity theft protection

Career advancement opportunities

Team environment

Job summary

Sparklight, a Cable One brand, seeks a Customer Care and Sales Advisor to support customers with billing questions, scheduling service, and product changes. You will build trust by listening empathetically and responding clearly, handling more complex situations over time to retain customers and demonstrate the value of staying with Sparklight.

This role blends service and sales, focusing on care, protecting relationships, and resolving issues while guiding customers to the right products and

Qualifications

• Ability to ask fact-finding questions to identify solutions aligned with customer needs
• Patience and professionalism in all customer interactions
• Working knowledge of Cable One products and services
• Strong communication and active listening skills
• Ability to stay composed and empathetic in high-pressure situations

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
• Identify customer needs through active listening and questioning
• Handle service disconnections, billing information, and scheduling remotely
• Upsell services and input orders accurately
• Meet weekly and monthly sales activity goals
• Follow company-approved scripts to ensure consistent communication

Skills

Active listening

Communication skills

Empathy

Customer service orientation

Problem solving

Education

High School Diploma or GED

Job description

Sparklight, a Cable One brand, seeks a Customer Care and Sales Advisor to support customers with billing questions, scheduling service, and product changes. You will build trust by listening empathetically and responding clearly, handling more complex situations over time to retain customers and demonstrate the value of staying with Sparklight.

This role blends service and sales, focusing on care, protecting relationships, and resolving issues while guiding customers to the right products and