Supervisor, Customer Care & Sales (Remote)

Responsibilities

• Team Leadership and Support
• Supervise and lead a team of Customer Care and Sales Advisors, providing coaching, guidance, training, and ongoing support.
• Foster a positive, collaborative, and customer-focused work environment.
• Schedule and organize team coverage to support business needs and maintain service levels during peak times.
• Conduct regular performance discussions, coaching sessions, and development planning.
• Support hiring, onboarding, and training initiatives for new associates.
• Customer Care and Sales Operations
• Oversee daily customer care and retention operations to ensure efficient and high-quality service delivery.
• Support advisors in handling customer inquiries related to billing, scheduling, product changes, disconnect requests, and service concerns.
• Assist with escalated customer interactions, ensuring prompt, professional, and satisfactory resolution.
• Monitor adherence to company policies, procedures, scripts, and customer experience standards.
• Reinforce retention and sales strategies that demonstrate the value of Sparklight products and services.
• Performance Management and Reporting
• Monitor key performance indicators (KPIs), including customer satisfaction, response times, retention results, quality assurance scores, and sales performance metrics.
• Analyze trends and identify opportunities for coaching and operational improvement.
• Provide regular reporting and performance updates to leadership.
• Ensure team members meet or exceed established service, retention, and sales goals.
• Training and Development
• Train and mentor associates on customer care procedures, retention methodologies, product knowledge, systems, and sales techniques.
• Conduct ongoing training sessions to support continuous learning and process updates.
• Promote best practices in customer communication, active listening, empathy, and problem-solving.
• Encourage career growth and professional development within the team.
• Process Improvement and Customer Experience
• Collaborate with leadership and cross-functional teams to identify opportunities to improve workflows and customer experiences.
• Assist in implementing strategies that improve operational efficiency, customer retention, and service consistency.
• Collect and evaluate customer feedback to identify trends and recommend improvements.
• Promote a customer-first culture that strengthens relationships and builds customer loyalty.

Requirements

• High school diploma or GED required; associate or bachelor's degree preferred.
• Minimum of two (2) years of experience in customer service, retention, sales, or a related supervisory role preferred.
• Demonstrated leadership, coaching, and team development skills.
• Strong verbal and written communication skills.
• Ability to effectively manage escalated customer situations with professionalism and empathy.
• Working knowledge of Cable One products and services preferred.
• Experience with customer service systems, ticketing platforms, and performance reporting tools.
• Ability to multitask, prioritize responsibilities, and perform effectively in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively in a remote or hybrid environment.

Benefits

Additional Information

Job Description: Customer Care and Sales Advisor Supervisor At Sparklight, a Cable One brand, we believe in a neighborly approach-connecting people to what matters most. As a Customer Care and Sales Advisor Supervisor, you will play a key leadership role in delivering exceptional customer experiences while supporting a high-performing team focused on customer care, retention, and sales success. The Customer Care and Sales Advisor Supervisor is responsible for overseeing and coordinating the day-to-day operations of the Customer Care and Sales Advisor team. This role focuses on leading and developing advisors, ensuring a positive and consistent customer experience, supporting retention and sales initiatives, and resolving escalated customer concerns. The ideal candidate combines strong leadership abilities with a passion for customer service, coaching, and operational excellence. Location: This is a remote position. We are open to hiring remote candidates residing in the following states: AL, AK, AR, AZ, CO, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, OH, OK, OR, PA, SC, TN, TX, and UT.

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