Job Description:
At Cable One and our family of brands, we are committed to delivering exceptional customer service and creating meaningful connections. Our associates are at the heart of this mission, and we provide them with a thriving career, respect for their communities, a focus on health and wellness, and a work/life balance that helps them succeed both personally and professionally.
The Customer Experience Advisor I plays a key role in enhancing customer satisfaction by analyzing customer feedback, identifying areas for improvement, and collaborating across teams to optimize the overall customer journey. This role supports proactive engagement, resolves customer issues, and ensures we maintain high standards of service excellence. The ideal candidate will have a passion for creating positive customer experiences and be ready to contribute to the continuous improvement of our service offerings.
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
- Analyze Customer Feedback: Review and assess customer sentiment, identifying trends, pain points, and opportunities for improvement.
- Customer Journey Improvement: Work with cross-functional teams (sales, marketing, product, etc.) to develop and implement strategies that improve the customer journey from start to finish.
- Customer Experience Advocacy: Act as the voice of the customer within the organization, advocating for improvements and contributing to creating a more seamless and enjoyable experience for customers.
- Support Customer-Centric Initiatives: Collaborate with project managers and other stakeholders to support new initiatives, system updates, or product offerings that impact the customer experience.
- Monitor Customer Experience Metrics: Own key performance metrics such as CSAT (Customer Satisfaction) and NPS (Net Promoter Score), regularly tracking and reporting on these indicators to ensure service standards are maintained.
- Facilitate Voice of Customer Surveys: Develop and execute surveys to collect valuable customer insights, analyze results, and drive actionable change based on customer feedback.
- Customer Support: Respond to customer inquiries, issues, and requests via multiple channels (phone, email, chat, etc.), ensuring timely and accurate resolutions as needed.
- Problem Resolution: Investigate customer concerns, troubleshoot problems, and work to resolve issues as needed while maintaining a positive, empathetic, and professional demeanor.
- Customer Engagement: Build strong relationships with customers by providing personalized, high-quality support and fostering trust.
- Feedback Collection: Gather customer feedback during interactions and pass on insights to improve products, services, and the overall customer journey.
- Continuous Improvement: Stay current on product updates, industry trends, and best practices to deliver an optimal customer experience.
- Other duties as assigned.
Skills and Qualifications
- Customer Service Experience: Prior experience in a customer service or customer-facing role is preferred.
- Strong Communication Skills: Excellent verbal and written communication skills with the ability to engage customers in a friendly and effective manner.
- Problem-Solving: Strong critical thinking skills with the ability to identify problems and develop effective solutions.
- Attention to Detail: Ability to maintain accuracy while managing multiple tasks or customer requests.
- Tech-Savvy: Comfortable using customer service software, CRM tools, and other digital tools to support customer interactions.
- Team-Oriented: Collaborative mindset with the ability to work effectively as part of a team and cross-functionally with various teams.
- Adaptability: Ability to thrive in a dynamic, fast-paced environment with changing customer needs and priorities.
- Analytical Mindset: Ability to analyze complex data, identify patterns, and provide actionable insights.
Core Competencies
- Adaptable: Demonstrates flexibility and resilience in adapting to changing priorities, learning new tools or processes quickly, and maintaining productivity in dynamic environments.
- Customer-Centric: Always keeps the customer’s needs at the forefront, ensuring a positive and seamless experience.
- Empathetic: Demonstrates a deep understanding of customer emotions and responds with empathy and respect.
- Resourceful: Takes initiative to find solutions, utilizing available resources and tools effectively.
- Positive Attitude: Maintains a cheerful and professional demeanor, even in challenging situations.
- Dependable: Reliable, responsible, and committed to ensuring customer satisfaction.
- Problem Solver: Thinks critically to resolve customer issues quickly and effectively.
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
- FREE Cable One services for associates who live in a serviceable area
- Up to $75/mo. Cox Cable stipend (Phoenix associates)
- $50 monthly cell phone reimbursement (specific to this role)
We’re an Award-Winning Organization!
- Forbes’ “America’s Best Midsized Employers” 2021-2023
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.
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