Customer Care and Sales Advisor - I

Cable One•Twin Falls, ID

About The Position

At Sparklight, a Cable One brand, the Customer Care and Sales Advisor I serves as a supportive voice and solutions partner for customers. The role assists with billing questions, service scheduling, product changes, and other customer needs through empathetic listening and clear communication. As experience grows, the advisor handles more complex situations, including issue resolution and customer retention. The position combines customer care and sales, with a focus on maintaining customer relationships and explaining the value of Sparklight’s products and services. The advisor responds to inbound inquiries by phone or ticketing systems, addresses a range of service and account requests, and uses telephone-based sales skills to recommend solutions, negotiate household spend, and offer additional services. The role includes meeting weekly and monthly sales activity goals, following company-approved scripts, and assisting with special projects as assigned.

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 via phone or ticketing systems with personalized communication.
Listen actively and ask questions to understand customer needs, showing empathy and respect.
Address requests to disconnect or remove services.
Provide billing and pricing information.
Resolve standard issues remotely or educate customers on resolution steps.
Schedule service appointments when remote resolution is not possible.
Arrange product returns or exchanges.
Manage add, change, and delete requests in hosted platforms.
Build rapport, identify customer issues, offer solutions, and explain product and service benefits.
Negotiate household spend and upsell additional services.
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.