Sales & Retention Supervisor
About The Position
Blue Ridge is seeking a motivated and results-driven Sales & Retention Supervisor to help lead and develop our Sales & Retention team within the Contact Center. This role is responsible for driving performance, developing team members, and fostering a positive culture focused on delivering exceptional customer experiences while achieving sales and retention goals. The Supervisor will also provide cross-functional support to Customer Care and Digital Support (Chat/Email) teams as needed, ensuring alignment in service delivery and customer engagement strategies. This position plays a key role in shaping team performance through coaching, data-driven solution-oriented decision-making, and collaboration with leadership across the business. Success in this role requires a balance of strong initiative, collaboration, engagement, leadership and a commitment to continuous improvement.
Requirements
- High School Diploma or GED
- Pennsylvania residency required
- Valid PA Driver’s License with a good driving record
- Minimum of 1 year of experience in telecommunications, customer service, or sales environment
- Proficiency in Microsoft Office 365 Suite (Excel, Word, PowerPoint)
- Experience with customer account and billing systems (e.g., ICOMS/GUI or similar platforms)
- Strong sales and retention expertise with a proven ability to drive results
- Excellent coaching and employee development skills
- Effective verbal and written communication skills
- Strong problem-solving and decision-making skills
- Exceptional customer focus and conflict resolution skills
- Strong organizational and time management skills
- Ability to work independently while maintaining strong communication with leadership
- Ability to collaborate effectively within a team and across departments
- Ability to adapt in a fast-paced, evolving work environment
- Ability to demonstrate professionalism and positive attitude when interacting with customers and colleagues
- Commitment to continuous improvement, innovation, and accountability
Nice To Haves
- Prior leadership or supervisory experience preferred
- Experience in inbound and/or outbound sales strongly preferred
- Familiarity with internal tools, applications, and service platforms preferred (Basecamp, Slack)
Responsibilities
- Lead, coach, and develop a team of Sales & Retention agents to achieve performance goals and deliver exceptional customer experiences
- Drive team performance against key metrics, including sales conversion, customer retention, quality, accuracy, and productivity
- Conduct regular coaching sessions, performance reviews, and team huddles to reinforce goals and improve outcomes
- Analyze performance data and reporting to identify trends, gaps, and opportunities for improvement
- Collaborate with peer leaders and cross-functional teams to develop and implement process improvements and best practices
- Partner with the Sales Coordinator and leadership to share trends and ensure alignment in sales strategies, messaging, and incentive programs
- Support escalated customer interactions by providing guidance and resolution strategies
- Foster a positive, engaging, and accountable team culture aligned with company values
- Ensure consistent application of policies, procedures, and brand standards across all customer interactions
- Assist with workforce planning, scheduling, and operational needs as required
- Contribute to the development of documentation, reporting, and process improvements
- Provide backup leadership support for Customer Care and Digital Support teams as needed
- Travel to company locations as required to support team and business needs
- Perform additional duties as assigned by leadership
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
