Senior Customer Care - Business

Job description

Job Description: Job Description At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace. [ Position Summary] [**applicable only to remote option positions] We are open to hiring remote if we find the right talent in any of these states (AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT, VT). What you will do to contribute to the company's success Execute all core responsibilities of a Care Specialist, consistently delivering high-quality customer support and service operations. Manage billing processes, ensuring accuracy, compliance, and timely resolution. Serve as the primary point of contact for monthly cross-functional meetings with field support, collections, and internal teams. Provide real-time chat support to team members, offering prompt and effective guidance to resolve issues. Handle and resolve tickets and inbox requests, including billing adjustments, service upgrades/downgrades, and offline account processing. Partner with Business Care Leadership to develop and facilitate training programs for new hires and existing staff, including skill development and refresher sessions. Deliver timely feedback to leadership on service gaps, customer concerns, and opportunities for process improvement. Manage and resolve complaints, customer survey feedback, and corporate escalations with professionalism and urgency. Mentor team members to promote knowledge sharing, collaboration, and continuous improvement. Demonstrate strong accountability and attention to detail across all responsibilities. Contribute to organizational goals by supporting team initiatives, upholding brand standards, and adapting to evolving business needs. Qualifications High school diploma or GED required Ability to ask effective fact-finding questions to identify solutions aligned with customer needs Demonstrates patience and professionalism in all customer interactions Strong communication and active listening skills. Ability to remain composed in high-pressure situations. Ability to sit for extended periods. Core Competencies Committed: Values each and every customer, while working hard to keep their business and support our communities. Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy. Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding. Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations. Benefits Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as: Medical, dental, and vision plans – start when you start! Life insurance (self, spouse, children) Paid time off (vacation, holiday, and personal/sick days) 401(k) - 100% company match (match program starts immediately, up to 5% of eligible compensation) Group Legal plan with Identity Theft Protection Additional Perks Tuition reimbursement (up to $5,250 on 1st year) Annual community support to various organizations across the U.S. Associate recognition & awards programs Advancement opportunities Collaborative work environment We’re an Award-Winning Organization! Our Commitment Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day. Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. Pre-hire Processes Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.