Manager, Customer Care & Sales Advisor

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. 

What you will do to contribute to the company's success 

• Communicates departmental and organizational goals to the team and key stakeholders 

• Maintains current and historical performance data. 

• Identifies and communicates key performance trends, monitors call queues, manages associate staffing and oversees the quantitative and qualitative objectives of the team. 

• Prepares and manages the General & Administrative budget. Balances expenditures to minimize costs and maximize customer service. 

• Oversees the cash management process. 

• Exemplifies our brand principals – committed, helpful, proactive, personal through internal and external interactions 

• Responsible for performance and behavior of self and team, and clearly communicates expectations 

• Monitors and provides feedback on customer interactions through call review and post call survey data to drive frictionless Customer Experience 

• Utilizes the Inside Out Coaching methods and GROW model to coach and develop associates 

• Delivers prompt, professional solutions for customer and associate inquires 

• Establishes a culture of inclusion, positivity, and continuous growth and learning. 

• Works alongside the team to achieve goals and actively fills in for customer service representatives when needed. 

• Collaborates regularly with associates, peers, General Manager, Division and Customer Operations leadership 

• Creates opportunities for growth and success through task delegation and encourages associates to determine how they accomplish goals and resolve issues 

• Identifies opportunities for operational improvements and implements solutions 

• Seeks associate feedback to continuously drive process improvement and improved Customer Experience 

• Effectively analyzes and recommends best practices to minimize non-revenue customer contacts and drive First Contact Resolution 

• Collaborates with Marketing and system General Manager to understand area competition and growth opportunities. 

• Encourages growth mindset and is willing and able to take calculated risks to achieve business goals. 

• Actively involved in supporting local community initiatives   

• Assists with recruiting, hiring, onboarding and training new associates. 

• Grows and develops associates through project and stretch assignments. 

• Consistently meets one on one with associates to nurture relationships, coach, and develop. 

• Committed to performance management and effectively evaluates associates annually. 

• Host regular team meetings that are energetic and engaging where important information is communicated, associates can provide feedback, share ideas, ask questions, and have ownership in the overall success of the team. 

Qualifications 

• Bachelor’s degree or two years related experience 

• Strong managerial skills 

• Computer experience  

• Excellent oral and written skills 

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 after 1 year of service, 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.