Customer Care and Sales Advisor - I

📋 Description

• • Be the first friendly voice our customers hear when they reach out to Sparklight. In this hybrid Customer Care & Sales Advisor I role you will turn everyday questions into loyalty-building moments, protect revenue by retaining at-risk accounts, and uncover upsell opportunities that genuinely improve a household’s connectivity experience.
• • Own the full customer interaction lifecycle from greeting to resolution. You will answer inbound calls and tickets, listen actively to diagnose needs, and deliver concise, jargon-free explanations that leave customers feeling heard and empowered.
• • Master Sparklight’s billing, pricing, and technical ecosystems so you can confidently clarify charges, walk customers through self-service tools, and schedule field appointments only when remote fixes are impossible.
• • Act as a retention specialist for customers considering cancellation. Apply consultative questioning to uncover pain points, re-frame value, and negotiate win-win solutions that keep families connected while protecting company revenue.
• • Drive incremental revenue through consultative upselling. Identify gaps in a customer’s current package—such as faster internet tiers, whole-home Wi-Fi, or streaming add-ons—and match them to the right product, always tying benefits back to the customer’s stated goals.
• • Meet or exceed weekly and monthly KPIs for call quality, first-call resolution, sales conversion, and customer satisfaction. Use real-time dashboards to self-coach and celebrate incremental wins.
• • Follow approved scripts and compliance guidelines to ensure every interaction is consistent, legally compliant, and reflective of Sparklight’s neighborly brand voice.
• • Document every interaction accurately in the CRM so field teams, billing, and future agents have a 360-degree view of the customer journey.
• • Participate in ongoing training labs, peer call-listening sessions, and product-launch briefings so your knowledge stays ahead of market changes and competitor moves.
• • Contribute to special projects—such as pilot programs for new billing platforms or customer-experience surveys—that shape the future of service at Sparklight.
• • Bring empathy and composure to high-pressure situations; de-escalate frustrated callers and transform negative experiences into five-star reviews.
• • Collaborate across departments—dispatch, field tech, marketing, and finance—to ensure promises made on the phone are promises kept in the home.
• • Champion Sparklight’s diversity and inclusion values, treating every caller with respect regardless of background, identity, or geography.
• • Enjoy a clear advancement path: top performers can move into Senior Advisor, Team Lead, or specialized roles in training, workforce management, or business analytics within 12–18 months.