Cable ONE

Customer Support

• Gains familiarity with Customer Care concepts, procedures and methodologies.
• Performs entry-level assignments within a specific region or business area.
• Responds to customer-generated tickets and provides thoughtful, personalized communication.
• Asks questions and actively listens to customers to understand their issues, demonstrating respect and concern at all times.
• With guidance, assists with or performs a range of customer support duties, including: Providing billing and pricing information to customers.
• Resolving standard issues remotely and/or educates customers on steps for issue resolution (i.e., for price, billing or payment questions).
• Tracking down information needed to accurately and appropriately respond to customer questions and needs.
• Arranging product returns / exchanges.
• Performing add, change, delete requests in hosted platforms.
• Scheduling service appointments if the problem cannot be remotely resolved.
• Training customers in product use and functionality.
• In all cases, follows established procedures, escalating difficult or unexpected issues to more senior team members or supervisor for help and/or resolution.
• Promotes Cable One products, features and services for potential upselling.
• Documents customer inquiries, status and resolution.
• Follows up with customers to ensure satisfactory issue resolution.
• Learns and complies with Cable One Customer Care practices and policies.

Customer Service Representative

Operations

• Responsible for evaluating the necessity of contract labor across operations.
• Identifying and eliminating non-essential engagements to streamline workforce efficiency.
• Leads strategic negotiations with vendors to secure competitive pricing and prevent rate increases.
• Expands vendor relationships across broader regions while maintaining consistent service rates.
• Establishes and manages national-level partnerships with contract labor providers.
• Ensures uniform service levels and response times across all operational areas.
• Tracks and analyzes contract labor expenditures.
• Provides leadership with detailed insights into spending patterns to support informed budgeting and timely adjustments.

Supervisor, Field Ops – Contract Labor

• Prepare monthly sales & use tax returns and file with tax authorities in a timely manner.
• Maintain clear set of workpapers to support the sales/use tax filings and for manager's review.
• Identify opportunities for process improvement in sales and use tax compliance, implementing best practices to enhance efficiency and accuracy.
• Prepare monthly, quarterly, and annual filing for 911, federal excise tax, franchise fees and other telecom industry specific filings.
• Maintain business license filings which includes computing annual license fees.
• Support the property tax compliance process.
• Consistently identify, study, and implement efficiency improvements in the indirect tax accounting and reporting process.
• Prepare month-end tax journal entries and reconciliations for all the aforementioned responsibilities.
• Work with in-house tax team to track tax authority notices and review draft responses.
• Work with billing team to ensure appropriate taxes & fees are included in customers' bills.
• Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed.

Senior Indirect Tax Analyst

Product Manager

• Own the Lifestyle & Entertainment product portfolio, including: Video and streaming strategy (e.g. streaming credits, OTT bundles, IPTV alternatives).
• Lifestyle add-ons like TechAssist, warranties, cybersecurity, etc.
• Define the product vision, roadmap, and business cases for new offerings and enhancements.
• Drive customer adoption through clear value propositions, pricing, packaging, and bundling with broadband and mobile.
• Partner with internal teams (Marketing, Sales, CX, Billing, Engineering) to ensure seamless product launches and ongoing support.
• Manage vendor/partner relationships (Asurion, MyBundle, OTT content providers).
• Analyze customer insights, market trends, and financial performance to refine strategy.
• Establish and track KPIs (attach rates, ARPU uplift, churn reduction, customer satisfaction).

Manager, Product Management – Lifestyle & Entertainment

Auditor

• Responsible for the daily oversight and management of staff and any third-party resources during the execution of compliance or operational audits/reviews
• Assists department leadership in the strategic development of audit frameworks, departmental practices, and future initiatives
• Performs advanced, specialized and/or managerial auditing work in multiple disciplines
• Responsible for managing compliance and operational audits or reviews
• Performing critical project management duties in the planning, scheduling, coordinating, reviewing, and reporting of the work of audit teams
• Providing expertise in auditing standards and performance criteria, audit requirements and information technology skills
• Responsible for the supervision of daily activity and work of staff auditors
• Works closely with the Director of Internal Audit and Audit Manager in the development and execution of the SOX 404 compliance processes
• Assists with preparing the annual risk assessment and audit plan
• Leads 2-4 individual internal audit assignments per year
• Supports assessment and communication of audit results, translating findings into levels of risk and drives remediation of key issues

Senior Internal Auditor

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

• 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

• Build and maintain pricing models to evaluate rate adjustments, packaging strategies, and ARPU growth scenarios
• Quantify customer and revenue impacts of price changes, including take-rate shifts and retention risk
• Analyze elasticity by tier, customer segment, and market type
• Support Sr. Manager of Pricing in annual rate planning and forecast alignment with Finance
• Identify opportunities to simplify rate cards and improve margin performance through mix optimization
• Partner with Sr. Director of Promotions & Offer Strategy to model the financial impact of promotional offers (e.g., 3-month free, save-a-customer credits, upgrade incentives)
• Develop campaign ROI models measuring incremental adds, ARPU lift, and payback period
• Conduct test analysis to quantify elasticity and retention impact of different promotional mechanics
• Track performance of active offers and identify optimization opportunities by channel or customer cohort
• Maintain a structured library of pricing and promotion tests, outcomes, and learnings
• Serve as the subject matter expert for broadband pricing and offer analytics
• Provide ad hoc and recurring insights to leadership on revenue performance, discount penetration, and promo ROI
• Partner with Product, Finance, and Analytics teams to align data sources, assumptions, and metric definitions
• Deliver clear summaries and recommendations that inform go/no-go and optimization decisions
• Collaborate with Finance to align on revenue forecasting and elasticity assumptions
• Partner with BI / Data Engineering to enhance automation and data quality of pricing dashboards
• Work with Product Management and Marketing to connect pricing insights with product and campaign strategy

Product Manager, Analytics

• Serve as a strategic partner to mid-market and enterprise-level organizations, helping them optimize operations through tailored Sparklight services.
• Engage with enterprise clients to understand their business needs and present customized B2B telecom solutions that drive ROI.
• Build and manage a robust sales funnel through targeted outreach, referrals, and strategic networking.
• Maintain and grow existing accounts by delivering exceptional service and identifying upsell opportunities.
• Consistently meet or exceed monthly and quarterly sales targets through disciplined execution and strategic account planning.
• Stay informed on industry trends, competitive landscape, and emerging technologies to position Sparklight as a trusted advisor.
• Partner with internal teams (engineering, product, support) to ensure seamless delivery and client satisfaction.
• Build long-term relationships with key decision-makers and drive complex sales cycles to deliver measurable business outcomes.

Enterprise Sales Representative

Full-stack Engineer

• Analysis, Design, Development and Testing (approximately 70% of responsibilities)
• Develop code and applications to support Cable One business initiatives
• Implement new hardware and/or software related to active Cable One projects
• Maintain and troubleshoot systems such as applications (custom and 3rd party), reports and database logic
• Provide support and general maintenance for third-party applications and communicate with vendors
• Manage and troubleshoot support tickets escalated by the Software Specialist Team
• Monitor escalations, troubleshoot and resolve issues from other organizations within Cable One
• Examine, evaluate and troubleshoot applications deployed to IT servers
• Troubleshoot application and interface communications over an IP network
• Analyze project requests to estimate time and cost; coordinate software environments and determine project scope
• Mentor other developers and technology team members

Senior Software Engineer

• Reporting to the Internal Audit Manager; daily oversight and management of staff and third-party resources during compliance or operational audits/reviews
• Execute the Companies SOX 404 Business Control reliance testing, including SOX risk assessment, process documentation, control design, and operating effectiveness testing for BP and ITGCs
• Perform testing for Key Reports (KRs), Automated Controls (ACs), and SOC Report reviews
• Manage compliance and operational audits: planning, scheduling, coordinating, reviewing, and reporting of audit teams' work
• Supervise daily activity and work of staff auditors; teach, train, and coach staff level associates
• Review work papers, draft audit reports and related documentation in accordance with Department standards
• Coordinate with and provide guidance to independent registered public accountants on SOX and other audit activities
• Develop and maintain productive relationships with staff, stakeholders, customers, and third parties
• Use project management tools (Audit Board and Ops Audit) and assist in preparing the annual risk assessment and audit plan
• Lead 2-4 individual internal audit assignments per year, including comprehensive planning and risk assessments
• Assess and communicate audit results, translate findings into level of risk, and drive remediation of key issues in a timely manner
• Demonstrate highest ethical standards and other duties as assigned

• Provide administrative assistance for sales, including outlet/activation fees and account adjustments
• Process paid sales orders accurately: review order information, create accounts in ACSR, and schedule new orders
• Manage paid sales order tickets to ensure timely completion
• Enter sales information into sales management systems with accuracy and integrity
• Create and submit sales logs and reports on a timely basis
• Maintain and update sales and client records
• Manage bulk account entries, enter new addresses in ACSR, and manage Special Request Orders (SROs)
• Address service order quality issues through to resolution
• Oversee the order cancellation process, ensuring proper documentation and feedback to associates/managers
• Assist with order fulfillment and troubleshoot client/internal issues as needed
• Proactively contact customers to renegotiate installation due dates or resolve scheduling conflicts
• Take inbound sales calls as needed
• Serve as SME on day-to-day activities: assist with troubleshooting orders, promo support, and order validation
• Participate in Contingency/Mitigation Plan by handling customer calls during high call volume periods; collaborate with Help Desk Leadership and Workforce Management
• Document and report on call handling during contingency activations to drive process improvement
• Assist with marketing projects and events; support proposal creation, contract processing, and RFP/RFI responses
• Support associate requests via Tickets or Calls and resolve inquiries in a timely manner
• Track and document completed tasks, customer interactions, and resolution efforts; provide data insights and feedback on trends and process gaps
• Support implementation of continuous process improvement initiatives
• Perform other duties as assigned

Sales Support Specialist II

Inside Sales

• Retention: Proactively handle disconnection requests, address customer concerns, and offer solutions to retain customers and meet revenue goals.
• Upsell or cross-sell relevant services during save calls to increase customer lifetime value and achieve incremental revenue targets.
• Accurately enter and update work orders, save entries, and billing adjustments while ensuring all customer notes and account changes are recorded correctly.
• Complete all required training modules, stay updated on product changes, and deliver empathetic and professional service to build trust and loyalty.
• Outbound: Drive sales to meet or exceed monthly targets through effective outbound calling, closing techniques, and making an average of 100 outbound dials per day to generate interest and qualify leads.
• Maintain high accuracy on work orders, properly document all sales, and track customer interactions to ensure satisfaction and operational efficiency.
• Complete all required training on time to stay updated with product knowledge, sales techniques, and compliance protocols.
• Engage customers professionally to understand their needs, recommend the right products or services, and follow all company sales processes and guidelines.
• Inbound: Provide excellent customer service by answering calls, identifying customer needs, and recommending tailored solutions for internet, phone, and video services.
• Present pricing, packages, and promotional offers clearly, use closing techniques to drive sales, and upsell additional services.
• Maintain a deep understanding of products and accurately enter customer orders while meeting sales goals and adhering to compliance standards.
• Navigate multiple systems efficiently to ensure high call quality and customer satisfaction.

Customer Service Representative

Supervisor, Field Ops – Contract Labor

Senior Indirect Tax Analyst

Manager, Product Management – Lifestyle & Entertainment

Senior Internal Auditor

Direct Sales Representative

Direct Sales Representative

Product Manager, Analytics

Direct Sales Representative

Enterprise Sales Representative

Senior Software Engineer

Senior Internal Auditor

Sales Support Specialist II

Inside Sales - Outbound, Inbound and Retention