[Hiring] Business Care Manager @Cable ONE

Role 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.

We are open to hiring remote if we find the right talent in any of these states (AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT, VT).

What you will do to contribute to the company's success:

• Oversees all daily functions of Business Care Specialists, including incoming and outgoing calls, online chat, call volume, billing and customer issues, while ensuring white glove standards are followed in all functions.
• 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, including Marketing, Billing, Operations, and Cash Management, on customer-related projects.
• Coordinates financial responsibility within the department such as financial reporting, E-Rate, refunds, write-offs, adjustments, group billing, etc.
• Continually seeks to improve team processes and procedures to create more efficient and cost-effective processes.

Qualifications

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

Requirements

• 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! 2021 to 2023 Forbes’ “America’s Best Midsized Employers”