Customer Care & Sales Advisor I

Job Description:

IN OFFICE POSITION  

At Sparklight, a Cable One brand, we believe in a neighborly approach—connecting people to what matters most. Are you ready to play a key role in this mission? 

As Customer Care and Sales Advisor I, you’ll be the supportive voice and solutions partner for our customers. Whether assisting with billing questions, scheduling service, or guiding product changes, you’ll build trust by listening empathetically and responding clearly. As you grow in the role, you’ll handle more complex situations—resolving issues, retaining customers considering disconnecting, and matching their needs with the right products and services. This position blends service and sales skills, focusing on caring for customers, protecting relationships, and demonstrating the value of staying with Sparklight. Every interaction counts—for both the customer and the company. 

Key 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, providing personalized and thoughtful communication. 

• Actively listen and ask questions to understand customer needs, showing empathy and respect. 

• Handle a variety of customer-facing duties, including: 

• Addressing requests to disconnect or remove services 

• Providing billing and pricing information 

• Resolving standard issues remotely or educating customers on resolution steps 

• Scheduling service appointments when remote resolution isn’t possible 

• Arranging product returns or exchanges 

• Managing add/change/delete requests in hosted platforms 

• Use effective telephone-based selling skills to: 

• Build rapport and identify customer issues 

• Offer creative solutions and explain product/service benefits 

• Negotiate household spend and upsell additional services 

• Accurately and efficiently input orders 

• Meet or exceed weekly and monthly sales activity goals. 

• Follow company-approved scripts to ensure consistent communication. 

• Assist with special projects as assigned. 

Qualifications 

• High School Diploma or GED 

• Ability to ask fact-finding questions to identify solutions aligned with customer needs 

• Demonstrated patience and professionalism in all customer interactions 

• Working knowledge of Cable One pro