Customer Sales and Service Advisor

Cable ONE•Du Quoin, IL

3d•$16 - $17•Onsite

About The Position

This in-office position at Sparklight, a Cable One brand, combines customer care and sales. The advisor supports customers with inquiries such as billing, service scheduling, and product changes, building trust through empathetic listening and clear communication. As the advisor develops in the role, they handle more complex situations, including resolving issues, retaining customers who are considering disconnecting, and recommending suitable products and services. The role focuses on caring for customers, maintaining customer relationships, and explaining the value of staying with Sparklight.

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 and 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 using personalized and 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.
Use telephone-based selling skills to build rapport, identify customer issues, offer solutions, 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.