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, offering coaching, training, guidance, and continuous support.

• Cultivate a positive, team-oriented, and customer-centric workplace.

• Organize and schedule team coverage to meet business requirements and uphold service standards during peak periods.

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

• Assist with hiring, onboarding, and training processes for new team members.

• Manage daily customer care and retention operations to guarantee efficient and high-quality service delivery.

• Aid advisors in addressing customer inquiries related to billing, scheduling, product changes, disconnect requests, and service issues.

• Handle escalated customer interactions, ensuring quick, professional, and satisfactory resolutions.

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

• Reinforce retention and sales strategies that showcase the value of Sparklight's products and services.

• Track key performance indicators (KPIs), such as customer satisfaction, response times, retention outcomes, quality assurance ratings, and sales metrics.

• Analyze trends to pinpoint opportunities for coaching and operational enhancements.

• Provide regular reports and performance updates to leadership.

• Ensure team members achieve or surpass established service, retention, and sales targets.

• Train and mentor associates on customer care protocols, retention techniques, product knowledge, systems, and sales strategies.

• Conduct ongoing training sessions to support continuous learning and process updates.

• Advocate for best practices in customer communication, active listening, empathy, and problem-solving.

• Promote career advancement and professional development within the team.

• Collaborate with leadership and cross-functional teams to discover opportunities for improving workflows and customer experiences.

• Assist in implementing strategies that enhance operational efficiency, customer retention, and service consistency.

• Gather and assess customer feedback to identify trends and suggest improvements.

• Foster a customer-first culture that strengthens relationships and builds customer loyalty.

⛳️ Requirements

• High school diploma or GED is required; an associate or bachelor’s degree is preferred.

• A minimum of two (2) years of experience in customer service, retention, sales, or a similar supervisory position is preferred.

• Proven leadership, coaching, and team development skills.

• Excellent verbal and written communication abilities.

• Capability to manage 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 duties, and operate effectively in a fast-paced environment.

• Strong analytical and problem-solving capabilities.

• Ability to work both independently and collaboratively in a remote or hybrid setting.

🏝️ Benefits

• Health from Day One: Medical, dental, and vision plans start immediately.

• Protect What Matters: Life insurance for you and your loved ones.

• Recharge & Refresh: Generous paid time off for vacations, holidays, and personal days.

• Plan for Tomorrow: 401(k) with 100% company match (up to 5%) from day one.

• Extra Peace of Mind: Group legal plan and identity theft protection.

• Learn & Earn: Tuition reimbursement up to $5,250 in your first year.

• Give Back: Participate in community support programs across the U.S.

• Celebrate Wins: Recognition and awards programs highlight your achievements.

• Grow Your Career: Clear advancement opportunities.

• Team Vibes: Collaborative work environment where ideas and teamwork thrive.