Retention-Focused Customer Care & Sales Advisor I

Cable One, Inc.; Idaho Falls (ID); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health benefits from day one

401(k) with company match

Paid time off

Tuition reimbursement

Identity protection

Job summary

Cable One, including Sparklight, is seeking a Customer Care and Sales Advisor I to serve as a trusted voice for customers and guide them to the right products and services. You’ll support billing questions, scheduling, and product changes while growing into handling more complex care issues and retention efforts.

In this role, you’ll collaborate with the team, use empathy in customer interactions, and aim to protect relationships while meeting sales activity goals.

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

Active listening

Communication

Empathy

Fact-finding

Education

High School Diploma or GED

Tools

Ticketing systems

Job description

Cable One, including Sparklight, is seeking a Customer Care and Sales Advisor I to serve as a trusted voice for customers and guide them to the right products and services. You’ll support billing questions, scheduling, and product changes while growing into handling more complex care issues and retention efforts.

In this role, you’ll collaborate with the team, use empathy in customer interactions, and aim to protect relationships while meeting sales activity goals.