Supervisor, Customer Care & Sales

This is a fully remote position, open to applicants in Alabama, +25 more states.

📋 Description

• Oversee and guide a team of Customer Care and Sales Advisors.

• Provide coaching, support, training, and continuous assistance.

• Cultivate a positive, collaborative, and customer-centric workplace.

• Organize and schedule team coverage to ensure service levels are met during peak periods.

• Conduct performance evaluations, coaching sessions, and development planning.

• Assist with hiring, onboarding, and training efforts.

• Manage daily customer care and retention operations.

• Aid advisors with billing inquiries, scheduling, product modifications, disconnection requests, and service issues.

• Address escalated customer interactions quickly and professionally.

• Ensure compliance with policies, procedures, scripts, and customer experience standards.

• Strengthen retention and sales strategies for Sparklight products and services.

• Track KPIs such as customer satisfaction, response times, retention, quality assurance, and sales metrics.

• Assess trends and pinpoint coaching and operational enhancement opportunities.

• Provide reports and performance updates to leadership.

• Mentor and train associates on processes, retention, products, systems, and sales techniques.

• Collaborate with leadership and cross-functional teams to enhance workflows and customer experiences.

• Evaluate customer feedback and suggest improvements.

• Foster customer loyalty and promote a customer-first culture.

⛳️ Requirements

• High school diploma or GED is required.

• An associate or bachelor’s degree is preferred.

• At least two (2) years of experience in customer service, retention, sales, or a related supervisory role is preferred.

• Proven leadership, coaching, and team development abilities.

• Excellent verbal and written communication skills.

• Capacity to effectively handle escalated customer situations with professionalism and empathy.

• Familiarity with Cable One products and services is preferred.

• Experience with customer service systems, ticketing platforms, and performance reporting tools.

• Ability to multitask, prioritize tasks, and perform well in a fast-paced environment.

• Strong analytical and problem-solving capabilities.

• Able to work independently and collaboratively in either a remote or hybrid setting.

• Successful completion of background checks, drug screening, and reference verification is required prior to hire.

🏝️ Benefits

• Medical, dental, and vision plans begin immediately.

• Life insurance coverage.

• Generous paid time off for vacations, holidays, and personal days.

• 401(k) plan with a 100% company match (up to 5%) from the first day.

• Group legal plan available.

• Identity theft protection services.

• Tuition reimbursement up to $5,250 in your first year.

• Community support programs available across the U.S.

• Recognition and awards programs.

• Clear opportunities for advancement.

• A collaborative work environment.