Customer Care Specialist I - Business

Cable ONE•Phoenix, AZ

13d

About The Position

At Cable One and its family of brands, the Customer Care Specialist I – Business serves as a consultative sales and service expert for business customers. Under general supervision and direction, the role resolves customer inquiries, escalations, and billing issues while identifying opportunities to upsell, cross-sell, and recommend tailored solutions that address customers’ overall business needs. The specialist provides end-to-end support, coordinates service changes and installations, and works to deliver a seamless customer experience. The role also maintains account documentation, uses Salesforce and ACP to manage customer interactions and sales outcomes, collaborates with other teams, and meets performance measures for revenue, conversion, customer satisfaction, and resolution time. This position operates in a fast-paced, customer-first, sales-driven environment and requires strong problem-solving, communication, and multitasking skills. Cable One describes its workplace as open and inclusive, with a focus on health, wellness, work/life balance, and respect for the communities where associates live and work. Job offers are contingent on passing background, drug screening, and reference checks.

Requirements

High school diploma or equivalent.
1–2 years of customer service or call center experience.
Proficiency with CRM and billing systems, including Salesforce and ACP.
Ability to calculate figures and amounts such as discounts, prorations, and percentages.
Ability to read and comprehend simple instructions and short correspondence, write simple correspondence with accurate grammar, and clearly communicate information orally and in writing.
Ability to apply common-sense understanding to carry out written, oral, or diagrammed instructions and handle problems involving several concrete variables in standardized situations.
Ability to multitask in a fast-paced environment with high autonomy, accountability, and reliability.

Nice To Haves

Experience supporting business-level (B2B) customers.
Strong customer service skills, especially phone support and data entry.

Responsibilities

Deliver high-quality, end-to-end support to business customers by resolving inquiries, escalations, and billing issues accurately and efficiently.
Uncover customer needs through effective discovery and recommend appropriate products, services, and solutions.
Identify and execute upsell and cross-sell opportunities that enhance customer experience, value, and long-term relationships.
Coordinate service changes, installations, and post-installation support to ensure a seamless customer experience.
Own customer interactions, resolve the reason for the call, and address broader business needs.
Maintain accurate account documentation and use 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.

Benefits

Medical, dental, and vision plans starting when employment begins.
Life insurance for the associate, spouse, and children.
Paid time off, including vacation, holidays, and personal/sick days.
401(k) with a 100% company match, starting immediately and matching up to 5% of eligible compensation.
Group legal plan with identity theft protection.
Tuition reimbursement up to $5,250 in the first year.
Annual community support to various organizations across the U.S.
Associate recognition and awards programs.
Advancement opportunities.
Collaborative work environment.