Manager, Customer Care and Sales Advisor

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.

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


* Communicates departmental and organizational goals to the team and key stakeholders


* Maintains current and historical performance data.


* Identifies and communicates key performance trends, monitors call queues, manages associate staffing and oversees the quantitative and qualitative objectives of the team.


* Prepares and manages the General & Administrative budget.

Balances expenditures to minimize costs and maximize customer service.


* Oversees the cash management process.


* Exemplifies our brand principals - committed, helpful, proactive, personal through internal and external interactions


* Responsible for performance and behavior of self and team, and clearly communicates expectations


* Monitors and provides feedback on customer interactions through call review and post call survey data to drive frictionless Customer Experience


* Utilizes the Inside Out Coaching methods and GROW model to coach and develop associates


* Delivers prompt, professional solutions for customer and associate inquires


* Establishes a culture of inclusion, positivity, and continuous growth and learning.


* Works alongside the team to achieve goals and actively fills in for customer service representatives when needed.


* Collaborates regularly with associates, peers, General Manager, Division and Customer Operations leadership


* Creates opportunities for growth and success through task delegation and encourages associates to determine how they accomplish goals and resolve issues


* Identifies opportunities for operational improvements and implements solutions


* Seeks associate feedback to continuously drive process improvement and improved Customer Experience


* Effectively analyzes and recommends best practices to minimize non-revenue customer contacts and drive First Contact Resolution


* Collaborates with Marketing and system General Manager to understand area competition and growth opportunities.


* Encourages growth mindset and is willing and able to take calculated risks to achieve business goals.


* Actively involved in supporting local community initiatives


* Assists with recruiting, hiring, onboarding and training new associates.


* Grows and develops associates through project and stretch assignments.


* Consistently meets one on one with associates to nurture relationships, coach, and develop.


* Committed to performance management and effectively evaluates associates annually.


* Host regular team meetings that are energetic and engaging where...