Customer Care & Retention Specialist I

Cable One, Inc.; Dexter (MO); On-site; USD 21,000 - 23,000; Full time

Benefits offered by this job

Health insurance from day one

Life insurance

Paid time off

401(k) with company match

Identity theft protection

Tuition reimbursement

Community programs

Career advancement opportunities

Team collaborative environment

Job summary

Cable One, Inc. is seeking an in-office Customer Care and Sales Advisor I to support billing questions, service scheduling, and product guidance for customers.

You will build trust through empathetic listening, resolve standard issues, and assist with disconnections while growing into more complex cases. The role blends service and sales, focusing on customer care, protecting relationships, and demonstrating value to stay with Sparks/Cable One family.

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

Customer service

Sales

Active listening

Empathy

Education

High School Diploma or GED

Job description

Cable One, Inc. is seeking an in-office Customer Care and Sales Advisor I to support billing questions, service scheduling, and product guidance for customers.

You will build trust through empathetic listening, resolve standard issues, and assist with disconnections while growing into more complex cases. The role blends service and sales, focusing on customer care, protecting relationships, and demonstrating value to stay with Sparks/Cable One family.