Customer Care Specialist I - Business

Cable One, Inc.; Phoenix (AZ); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Life insurance

Paid time off

401(k) with company match

Tuition reimbursement

Career advancement opportunities

Collaborative work environment

Job summary

Cable One, Inc. is seeking a Business Care Specialist I to serve as a consultative sales and service expert for business customers. You will resolve inquiries, escalations, and billing issues while identifying opportunities to upsell tailored solutions that meet the customer's business needs.

In this fast-paced, customer-first role, you will leverage CRM tools like Salesforce and ACP, collaborate with cross-functional teams, and strive to meet revenue, satisfaction, and resolution-time goals.

Qualifications

• High school diploma or equivalent.
• 1-2 years of customer service or call center experience.
• Experience supporting business customers (B2B) preferred.
• Proficiency with CRM and billing systems including Salesforce and ACP.
• Mathematical skills for discounts, prorations and percentages.
• Strong written and verbal communication abilities.

Responsibilities

• Deliver end-to-end customer support for business customers.
• Resolve inquiries, escalations and billing issues accurately.
• Identify upsell and cross-sell opportunities aligned with customer needs.
• Coordinate service changes, installations and post-install support.
• Maintain accurate account notes and use systems like Salesforce and ACP.
• Collaborate with cross-functional teams to resolve complex issues.
• Meet or exceed revenue, conversion, satisfaction and resolution metrics.

Skills

Customer service

Phone skills

Data entry

Discovery skills

Education

High school diploma or equivalent

Tools

Salesforce

ACP

Job description

Job Description At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

Under general supervision and direction, the Business Care Specialist I serves as a consultative sales and service expert for business customers. This role resolves customer inquiries, escalations, and billing issues while proactively identifying opportunities to upsell, cross-sell, and recommend tailored solutions that align with the customer’s overall business needs.

Key Responsibilities

• Deliver high-quality, end-to-end customer support by resolving inquiries, escalations, and billing issues accurately and efficiently.
• Act as a trusted advisor, uncovering customer needs through effective discovery and recommending the most appropriate products, services, and solutions.
• Identify and execute upsell and cross-sell opportunities that enhance the customer’s experience, value, and long-term relationship with the company.
• Ensure a seamless customer experience by coordinating service changes, installations, and post-installation support.
• Own the customer interaction, resolving the reason for the call while expanding the conversation to address broader business needs.
• Maintain accurate account documentation and leverage systems like Salesforce and ACP to track, manage, and optimize customer interactions and sales outcomes.
• Collaborate with cross-functional teams to resolve complex issues and deliver integrated solutions.
• Meet or exceed performance metrics, including revenue generation, conversion rates, customer satisfaction, and resolution time.
• Demonstrate strong problem-solving, communication, and multitasking skills in a fast-paced, customer-first and sales-driven environment.

Qualifications

• High school diploma or equivalent.
• 1-2 years of customer service or call center experience.
• Experience supporting business-level (B2B) customers, preferred.
• Proficiency with CRM and billing systems, including Salesforce and ACP.
• Experience with Salesforce & ACP.
• MATHEMATICAL SKILLS - Ability to calculate figures and amounts such as discounts, prorations, and percentages.
• LANGUAGE SKILLS - Ability to read and comprehend simple instructions and short correspondence. Ability to write simple correspondence with accurate grammar.
• LANGUAGE SKILLS - Ability to articulate both, written and oral, information to customers, clients, and other associates of the organization.
• REASONING ABILITY - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Strong customer service skills with emphasis on phones and data entry preferred.
• Ability to multi-task in a fast-paced environment with high autonomy, accountability, and reliability.

Core Competencies

• Committed:Values each and every customer, while working hard to keep their business and support our communities.
• Helpful:Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
• Proactive:Understand what our customers need, and actively works to make their relationship with us seamless, easy, and rewarding.
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

• Medical, dental, and vision plans – start when you start!
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days)
• 401(k) – 100% company match (match program starts immediately, up to 5% of eligible compensation)
• Group Legal plan with Identity Theft Protection
• Tuition reimbursement (up to $5,250 on 1st year)
• Annual community support to various organizations across the U.S.
• Associate recognition & awards programs
• Advancement opportunities
• Collaborative work environment
• We’re an Award-Winning Organization!

Our Commitment Diversity

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Pre-hire Processes

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

Cable One is the parent company of Sparklight—so when you explore careers here, you're also discovering opportunities with Sparklight. We are One. We are Sparks. We are always working for you.