Supervisor, Customer Care, Sales

This is a fully remote position, open to applicants in Arizona.

📋 Description

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

• Offer coaching, guidance, training, and continuous support.

• Schedule and coordinate team coverage to uphold service levels during peak periods.

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

• Assist with hiring, onboarding, and training initiatives.

• Oversee daily customer care and retention operations.

• Support advisors with billing, scheduling, product modifications, disconnect requests, and service issues.

• Address escalated customer interactions swiftly and professionally.

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

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

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

• Analyze trends and identify opportunities for coaching and operational enhancements.

• Provide consistent reporting and performance updates to leadership.

• Train and mentor associates on procedures, retention practices, product knowledge, systems, and sales techniques.

• Facilitate ongoing training sessions and advocate for best practices.

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

• Assess customer feedback and propose improvements.

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

⛳️ Requirements

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

• At least two years of experience in customer service, retention, sales, or a similar supervisory position is preferred.

• Proven skills in leadership, coaching, and team development.

• Excellent verbal and written communication abilities.

• Capacity to manage escalated customer situations in a professional and empathetic manner.

• Familiarity with Cable One products and services is preferred.

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

• Ability to multitask and prioritize responsibilities in a dynamic environment.

• Strong analytical and problem-solving capabilities.

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

• Availability to work shifts, including Saturdays.

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

🏝️ Benefits

• Medical, dental, and vision plans commence immediately.

• Life insurance coverage for you and your loved ones.

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

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

• Group legal plan and identity theft protection services.

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

• Community support programs available throughout the U.S.

• Recognition and awards programs to celebrate achievements.

• Clear pathways for advancement within the organization.

• A collaborative work environment where ideas and teamwork flourish.