Qureos Mentor

Cable One

<div><p><b>Job Description:</b></p><div><div>
Job Description</div></div><div><p>
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.</p><p>
Under general supervision and direction, the Business Care Specialist I serves as a consultative sales and service expert for business customers. This role resolves customer inquiries, escalations, and billing issues while proactively identifying opportunities to upsell, cross-sell, and recommend tailored solutions that align with the customer&rsquo;s overall business needs.Deliver high-quality support to business customers by resolving inquiries, escalations, and billing issues accurately and efficiently.</p><p><b>
Key Responsibilities</b></p><ul><li>
Deliver high-quality, <b>end-to-end customer support</b> by resolving inquiries, escalations, and billing issues accurately and efficiently</li><li>
Act as a <b>trusted advisor</b>, uncovering customer needs through effective discovery and recommending the most appropriate products, services, and solutions</li><li>
Identify and execute <b>upsell and cross-sell opportunities</b> that enhance the customer&rsquo;s experience, value, and long-term relationship with the company</li><li>
Ensure a seamless customer experience by coordinating service changes, installations, and post-installation support</li><li><b>
Own the customer interaction</b>, resolving the reason for the call while expanding the conversation to address broader business needs</li><li>
Maintain accurate account documentation and leverage systems like Salesforce and ACP to track, manage, and optimize customer interactions and sales outcomes</li><li>
Collaborate with cross-functional teams to resolve complex issues and deliver integrated solutions</li><li>
Meet or exceed performance metrics, including <b>revenue generation, conversion rates, customer satisfaction, and resolution time</b></li><li>
Demonstrate strong problem-solving, communication, and multitasking skills in a fast-paced, <b>customer-first and sales-driven environment</b></li></ul><p></p><p><b>
Qualifications</b></p><ul><li>
High school diploma or equivalent.</li><li>
1-2 years of customer service or call center experience.</li><li>
Experience supporting business-level (B2B) customers, preferred.</li><li>
Proficiency with CRM and billing systems, including Salesforce and ACP.</li><li>
Experience with Salesforce &amp; ACP</li><li>
MATHEMATICAL SKILLS - Ability to calculate figures and amounts such as discounts, prorations, and percentages.</li><li>
LANGUAGE SKILLS - Ability to read and comprehend simple instructions and short correspondence. Ability to write simple correspondence with accurate grammar. Ability to articulate both, written and oral, information to customers, clients, and other associates of the organization.</li><li>
REASONING ABILITY - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.</li><li>
Strong customer service skills with emphasis on phones and data entry preferred.</li><li>
Ability to multi-task in a fast-paced environment with high autonomy, accountability, and reliability.</li></ul><p></p><p><b>
Core Competencies</b></p><ul><li><b>
Committed: </b>Values each and every customer, while working hard to keep their business and support our communities.</li><li><b>
Helpful:</b> Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.</li><li><b>
Proactive:</b> Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.</li><li><b>
Personal: </b>Knows our customers well, and tailors our communications and interactions to address their needs and expectations.</li></ul><p></p><p><b>
Benefits</b></p><p>
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:</p><ul><li>
Medical, dental, and vision plans &ndash; start when you start!</li><li>
Life insurance (self, spouse, children)</li><li>
Paid time off (vacation, holiday, and personal/sick days)</li><li>
401(k) - 100% company match (match program starts immediately, up to 5% of eligible compensation)</li><li>
Group Legal plan with Identity Theft Protection</li></ul><p></p><p><b>
Additional Perks</b></p><ul><li>
Tuition reimbursement (up to $5,250 on 1st year)</li><li>
Annual community support to various organizations across the U.S.</li><li>
Associate recognition &amp; awards programs</li><li>
Advancement opportunities</li><li>
Collaborative work environment</li></ul><p></p><p><b>
We&rsquo;re an Award-Winning Organization!</b></p><p></p><p><b>
Our Commitment</b></p><p>
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. &quot;Stronger Together&quot; is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.</p><p>
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.</p><p><b><br>
Pre-hire Processes</b></p><p>
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.</p><p>
#LI-XY1</p></div></div>

Customer Care Specialist I - Business

<div><p><b>Job Description:</b></p><div><div><div><div><div><div><div>
The Customer Care Operations Manager is responsible for the day-to-day operations of the Virtual Contact Center (VCC). This position works closely with internal business partners combining project management, training, and business expertise to guide new product and process implementation to ensure a positive customer journey and experience.
</div><div><p>We are open to hiring remote if we find the right talent in any of these states (AL, AK, AR, AZ, CO, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, OR, OK, PA, SC, TN, TX, UT).</p></div><div>
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.
</div><div></div><div><b>A Brief Overview</b></div><div>
The Customer Care Operations Manager is responsible for the day-to-day operations of the Virtual Contact Center. This position works closely with internal business partners combining project management, training, and business expertise to guide new product and process implementation to ensure a positive customer journey and experience.
</div><div></div><div><b>What this position does to contribute to the Company&rsquo;s success
</b></div><div></div><ul><li>Partners with Director Customer Operations to execute new strategic initiatives for the Customer Operations Department.
</li><li>Collaborates with departments across the organization to put internal and external best practices in place for new processes, product implementations and launches.
</li><li>Ensures all projects, initiatives, and processes are in conformance with established policies and objectives of the Customer Operations.
</li><li>Directs multiple concurrent cross-departmental improvements and enhancements to processes.
</li><li>Takes ownership of any escalations related to Customer and Virtual Operations, while working across departments to solve problems.
</li><li>Participates in project meetings, both internally and externally to ensure accurate business requirements are met, required resources are secured, and quality assurance testing is executed.
</li><li>Manages performance and billing with outsource partnerships and vendors as related to 3rd party phone representatives.
</li><li>Takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization&rsquo;s Values.
</li></ul><div></div><div><b>Qualifications</b></div><ul><li>
Associate's Degree A.A. or equivalent from two-year college or technical school required.
</li><li>Bachelor's Degree preferred.
</li><li>An equivalent combination of education and experience may substitute for the education.
</li><li>5 years or more Call Center Management Experience required.
</li><li>Project Management and Operations Management Experience preferred.
</li><li>Proficiency in Excel, Microsoft Teams, Power BI.
</li><li>Must have excellent time management skills to balance many tasks and communication pieces constantly.
</li><li>Must be a self-starter who can move projects forward with limited guidance.
</li><li>Must have demonstrated interpersonal, team building, and communication skills.
</li><li>Must have a technical mindset and ability to assist with solving technical problems.</li><li>
Must have basic understanding of project management and change management.
</li></ul></div><div></div><div><div><b>Core Competencies</b></div><div><b>
Committed:</b> 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.
</div><div><b>Proactive:</b><b> </b>Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
</div><div><b>Personal:</b> Knows our customers well, and tailors our communications and interactions to address their needs and expectations.
</div><div></div><div>Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. 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. &quot;Stronger Together&quot; is not just a verbal cue, it is the motto that our associates live by, exemplify and embody each and every day. Cable One provides equal employment opportunities to all individuals of different races, colors, creeds, national origins, genders, marital and veteran statuses.
</div><div></div><div>Cable One, Inc. 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.</div></div></div></div></div></div></div></div><div></div>

Customer Care Operations Manager

Join Cable One and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Cable One

About Company

Customer Care Specialist I - Business

Customer Care Operations Manager