Customer Care and Sales Advisor - I

Cable ONE•Pascagoula, MS

About The Position

At Sparklight, a Cable One brand, the Customer Care and Sales Advisor I provides customer support and sales assistance. The role responds to customer needs with empathetic, clear communication, supporting billing questions, service scheduling, product changes, and issue resolution. As experience grows, the advisor handles more complex situations, including resolving issues, retaining customers considering disconnection, and recommending products and services that fit their needs. The position combines customer care and sales, with a focus on building trust, protecting customer relationships, and communicating the value of Sparklight services.

Requirements

High school diploma or GED.
Ability to ask fact-finding questions to identify solutions aligned with customer needs.
Patience and professionalism in customer interactions.
Working knowledge of Cable One products and services.
Strong communication and active listening skills.
Ability to remain composed and empathetic in high-pressure situations.
Ability to sit for extended periods, use hands, talk, and hear.
May be required to lift up to 10 pounds.

Responsibilities

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 by phone or ticketing systems with personalized communication.
Listen actively and ask questions to understand customer needs, demonstrating empathy and respect.
Address requests to disconnect or remove services.
Provide billing and pricing information.
Resolve standard issues remotely or educate customers about resolution steps.
Schedule service appointments when issues cannot be resolved remotely.
Arrange product returns or exchanges.
Manage add, change, and delete requests in hosted platforms.
Build rapport, identify customer issues, offer solutions, explain product and service benefits, negotiate household spend, and upsell services using telephone-based selling skills.
Input orders accurately and efficiently.
Meet or exceed weekly and monthly sales activity goals.
Follow company-approved scripts to ensure consistent communication.
Assist with special projects as assigned.