Customer Care & Retention Specialist

Cable One, Inc.; Westville (IN); On-site; USD 19,000 - 21,000; Full time

Benefits offered by this job

Health from Day One

401(k) with company match (from day 1)

Paid time off

Tuition reimbursement

Job summary

Sparklight, a Cable One brand, is seeking a Customer Care and Sales Advisor I. You will be the supportive voice helping customers with billing, service changes, and product guidance, while building trust through empathetic communication.

As you grow, you’ll handle more complex issues, retain customers considering disconnects, and match needs with the right products, blending service and sales to protect relationships and demonstrate value.

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 disconnects, billing information, scheduling, returns, and platform changes.
• Use effective telephone-based selling skills to build rapport, identify issues, and upsell services.
• 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

Sales basics

Customer service

Questioning

Education

High School Diploma or GED

Job description

Sparklight, a Cable One brand, is seeking a Customer Care and Sales Advisor I. You will be the supportive voice helping customers with billing, service changes, and product guidance, while building trust through empathetic communication.

As you grow, you’ll handle more complex issues, retain customers considering disconnects, and match needs with the right products, blending service and sales to protect relationships and demonstrate value.