Cable ONE

Customer Support

• 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
• Hosts 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

Manager, Customer Care – Sales Advisor

Network Operations

• Monitor information on all network sites, analyze various network monitoring tools, and identify deterioration of components in the system.
• Act as first tier in alert response and incident/problem resolution for the Cable One network to identify customer and infrastructure impacting issues.
• Perform initial troubleshooting and data gathering to identify and resolve issues in an efficient manner.
• Ensure proper escalation to technology operations teams and local system technicians.
• Coordinate communication and sends status email messages to all stakeholders and Cable One departments to inform of customer impacting issues.
• Maintain a detailed cause and resolutions log of customer and associate-related incidents.
• Ensure that the handover to next shift is up-to-date and communicated at the end of the shift.
• Confirm network events and issues are identified and properly escalated to the responsible management levels.

NOC Technician I

Director

• Mobile Product Portfolio
• Own plans, pricing, packaging, promotions, and the full device compatibility and onboarding experience across eSIM, physical SIM, and BYOD flows.
• Lead activation flow design, port-in success optimization, and customer lifecycle management.
• Define and enforce fraud prevention, eligibility rules, and operational guardrails.
• Product Vision & Roadmap
• Define the product vision and multi-quarter roadmap for Sparklight Mobile and convergence initiatives.
• Build and own business cases, financial models, and investment recommendations for mobile product decisions.
• Drive adoption and household penetration through bundling strategies that connect mobile with broadband, streaming, and connected home.
• Partner & Ecosystem Management
• Own commercial relationships with MVNE partners, carrier partners, and device ecosystem providers.
• Lead platform enhancement negotiations and roadmap alignment with external partners.
• Manage partner readiness for new product launches and capability expansions.
• Performance & Growth
• Own and improve key mobile KPIs: attach rates, activation success, port-in completion, ARPU, and churn.
• Analyze market trends and competitive positioning to keep Sparklight Mobile relevant and differentiated.
• Serve as the voice of the mobile customer internally, ensuring the product delivers meaningful, differentiated value.
• Cross-Functional Execution
• Partner with Marketing, Sales, CX, Billing, Engineering, and Digital to ensure clean product launches and operational readiness.
• Coordinate with the Mobile Operations Manager to translate product strategy into reliable day-to-day execution.

Director, Mobile & Converged Services

Sales

• Partner with Local, Regional and National companies to move their business forward by utilizing our vast number of Digital Products.
• Flex your creative mindset and sales skills in a professional setting.

Digital Media Consultant

Technical Project Manager

• Direct activities of the project team’s execution with a focus on efficiency, quality, and visibility.
• Create and manage leadership visibility aspects of projects such as reporting on budget revisions and project timelines.
• Coordinate project material availability, consumption, and reporting.
• Review new and existing processes for improvement opportunities.
• Anticipate and review resource constraints and demands associated with project execution.
• Serve as point of escalation for all project prioritization and issues.

Senior Technical Project Manager

• 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.

Customer Care and Sales Advisor

Account Executive

• Conduct quality face to face in-home sales presentations to new Sparklight customers.
• Identify customer needs, wants, and desires in conversation and match with company products and diplomatically handle interactions with potential customers.
• Reconcile daily sales orders with install reports and keep documentation of sales orders.
• Attend sales meetings in person and training sessions as directed by management.
• Achieve established sales goals and quotas.
• Work independently to promote the sales of Sparklight residential products and services.
• Manage a monthly portfolio of prospects managing your time and route to maximize face to face interactions.
• Perform other related duties as assigned.

Direct Sales Representative

• Presenting and sells B2B telecommunication services to assigned territory
• Building and maintaining a healthy sales “funnel” by utilizing cold calling, referral sources, phone contacts, and other creative lead generating techniques
• Upgrading existing clients by maintaining relationships and resolving customer issues
• Consistently achieving and exceeding monthly sales goals
• Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed

Business Account Executive

• 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, and resolving standard issues remotely.
• Schedule service appointments when remote resolution isn’t possible.
• Arrange product returns or exchanges.
• Manage add/change/delete requests in hosted platforms.
• Use effective telephone-based selling skills to build rapport and identify customer issues, offer creative solutions, explain product/service benefits, and accurately 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.

Customer Care and Sales Advisor – I

• 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.

Designer

• Designs, coordinates plotting and mapping and determines fiber node placement requirements for hybrid fiber-coax (HFC) and fiber optic networks.
• Prepares and supports detailed engineering and design drawing files using CAD or other spatial or Geographic Information software platforms.
• Works with Technical Operations, Construction and Engineering to facilitate design / engineering services.
• Provides design support within a defined area or region.
• Updates As-Builts as construction is completed and releases the area.
• Performs base drafting.
• Creates accurate network maps and detailed electronic construction prints.
• Prepares layouts, drawings and designs according to engineering specifications.
• Makes design decisions regarding construction and safety methods according to appropriate Cable One, FCC, OSHA, NEC, NESC, VDOT, BOCA, Land Use Manual, and local, state and federal regulations and procedures.
• May be responsible for creation of design permitting for state agencies.
• May perform quality checks of mapping and network design and negotiate / approve design and/or construction changes.
• May estimate material and labor costs for special projects for fiber and coax up to the patch panel or customer premise.
• May be responsible for fiber availability and ring capacity checks and determination of reinforcement requirements.
• May coordinate project planning and site surveys with sales personnel, utility companies, commercial building engineers, contractors, utility locators, state and county representatives and company crews as necessary to include designing service to new and existing residential properties and commercial facilities.

CAD Designer I

• 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

Marketing

• Develop and execute omnichannel retention initiatives designed to reduce churn, improve engagement, and support customer lifetime value
• Support a test-and-learn culture by embedding experimentation and optimization into retention campaign planning
• Translate campaign and customer performance data into actionable insights and recommendations
• Partner cross-functionally to support retention initiatives aligned to customer and business needs
• Monitor customer behavior, market trends, and competitive activity to identify opportunities for retention improvement
• Plan, schedule, and execute multi-market retention campaigns aligned to business priorities and customer lifecycle strategies
• Develop, build, QA, schedule, and deploy retention email campaigns, including customer-facing copy, campaign setup, and execution within marketing platforms
• Maintain direct involvement in campaign execution activities, including targeting, fulfillment, launch coordination, and optimization
• Ensure campaign assets, customer lists, reporting files, and communications are delivered accurately and on time
• Embed A/B testing and test-and-learn methodologies into campaign planning to improve messaging, offers, timing, and targeting strategies
• Partner with Analytics and stakeholders to define KPIs, evaluate campaign effectiveness, and identify optimization opportunities
• Track, analyze, and report on retention, upgrade, and engagement metrics to support continuous improvement
• Prepare and deliver recurring performance updates, dashboards, and presentations for stakeholders and leadership

Manager, Customer Care – Sales Advisor

NOC Technician I

Director, Mobile & Converged Services

Digital Media Consultant

Senior Technical Project Manager

Customer Care and Sales Advisor

Direct Sales Representative

Business Account Executive

Direct Sales Representative

Customer Care and Sales Advisor – I

Customer Care and Sales Advisor

CAD Designer I

Customer Care and Sales Advisor – I

Customer Care and Sales Advisor – I

Marketing Manager – Retention