Cable ONE

Customer Support

• Supervise and lead a team of Customer Care and Sales Advisors
• Provide coaching, guidance, training, and ongoing support
• Schedule and organize team coverage to support business needs and service levels
• Conduct performance discussions, coaching sessions, and development planning
• Support hiring, onboarding, and training initiatives
• Oversee daily customer care and retention operations
• Support advisors with billing, scheduling, product changes, disconnect requests, and service concerns
• Resolve escalated customer interactions
• Monitor adherence to company policies, procedures, scripts, and customer experience standards
• Reinforce retention and sales strategies for Sparklight products and services
• Monitor KPIs including customer satisfaction, response times, retention, quality assurance, and sales metrics
• Analyze trends and identify coaching and operational improvement opportunities
• Provide reporting and performance updates to leadership
• Train and mentor associates on procedures, retention, product knowledge, systems, and sales techniques
• Collaborate with leadership and cross-functional teams to improve workflows and customer experiences
• Collect and evaluate customer feedback and recommend improvements
• Promote a customer-first culture that strengthens relationships and customer loyalty

Supervisor, Customer Care and Sales Advisor

• 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
• Address disconnect or service-removal requests
• Provide billing and pricing information
• Resolve standard issues remotely or educate customers on resolution steps
• Schedule service appointments when remote resolution is not possible
• Arrange product returns or exchanges
• Manage add/change/delete requests in hosted platforms
• Build rapport and identify customer issues through telephone-based selling
• 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
• Assist with special projects as assigned

Supervisor, Customer Care and Sales Advisor

Customer Care and Sales Advisor – I