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, and product changes, using empathetic listening and clear communication to build trust. As the advisor develops, the position includes handling more complex situations, resolving issues, retaining customers considering disconnection, and matching customer needs with appropriate products and services. The role combines customer service and sales, with an emphasis on caring for customers, protecting relationships, and demonstrating the value of remaining with Sparklight. The position performs entry-level sales and support work in a designated region or business area. Advisors respond to inbound inquiries by phone or ticketing system, provide personalized assistance, and use telephone sales techniques to identify needs, explain product benefits, negotiate household spending, and offer additional services. Associates are expected to meet or exceed weekly and monthly sales activity goals and follow approved scripts. Cable One offers benefits including medical, dental, and vision plans starting immediately; life insurance; paid time off for vacations, holidays, and personal days; a 401(k) with a 100% company match up to 5% from day one; a group legal plan and identity theft protection; and tuition reimbursement up to $5,250 in the first year. The company also describes community support programs, recognition and awards, career advancement opportunities, and a collaborative work environment.

Requirements

High School Diploma or GED.
Ability to ask fact-finding questions to identify solutions aligned with customer needs.
Demonstrated 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, thoughtful 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 and identify customer issues using telephone-based selling skills.
Offer creative solutions and explain product and service benefits.
Negotiate household spending 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.