[Hiring] Customer Care Specialist I - Business @Cable ONE

Role Description

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.

• 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.
• 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. 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.

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