Head of Customer Care & Training

Cable One, Inc.; Phoenix (AZ); Remote; USD 65,000 - 100,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Paid time off

401(k) match

Legal plan

Tuition reimbursement

Community support

Recognition programs

Career advancement

Job summary

Cable One, Inc. is seeking a senior-level leader to oversee all daily functions of our Business Care Specialists. You will manage calls, chat, billing issues, and customer inquiries while ensuring white glove service.

The role drives associate engagement and builds a robust coaching and training program aligned with business goals. You will partner with Marketing, Billing, Operations, and Cash Management to advance projects, monitor performance metrics, and continually improve processes for

Qualifications

• 5+ years’ experience in customer care management.
• BS / BA Degree, or equivalent experience.

Responsibilities

• Oversees all daily functions of Business Care Specialists, including incoming and outgoing calls, online chat, call volume, billing and customer issues.
• Drives associate engagement through direct interaction and support.
• Develops and sustains a high performing coaching program, offering an overall and individualized training and development plan that addresses the needs and expectations of associates.
• Monitors and evaluates the effectiveness and success of the department’s training program to ensure a focus on white glove service.
• Utilizes Avaya for Quality Assurance, call metrics, and score-carding.
• Works directly with other departments on customer-related projects.
• Coordinates financial responsibility within the department such as financial reporting, refunds, write-offs, adjustments, group billing, etc.
• Continually seeks to improve team processes and procedures to create more efficient and cost-effective processes.

Skills

Customer care management

Education

BS/BA Degree

Job description

Cable One, Inc. is seeking a senior-level leader to oversee all daily functions of our Business Care Specialists. You will manage calls, chat, billing issues, and customer inquiries while ensuring white glove service.

The role drives associate engagement and builds a robust coaching and training program aligned with business goals. You will partner with Marketing, Billing, Operations, and Cash Management to advance projects, monitor performance metrics, and continually improve processes for