Manager, Customer Care & Sales Advisor

Cable One, Inc. is a company that values connection and community, and they are seeking a Manager for Customer Care & Sales Advisor. This role involves leading a team to achieve performance goals, managing budgets, and enhancing customer experience through effective coaching and operational improvements.

Responsibilities:

• 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

Requirements:

• Bachelor's degree or two years related experience
• Strong managerial skills
• Computer experience
• Excellent oral and written skills