Customer Care Specialist I - Business

Job Description:

Job 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.

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 support to business customers by resolving inquiries, escalations, and billing issues accurately and efficiently.

Key Responsibilities


* 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.


* Experience with Salesforce & 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, ...