Supervisor, Customer Service (Retail)
About The Position
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.
Requirements
- High school diploma or GED required
- 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.
Nice To Haves
- associate or bachelor’s degree preferred
- Minimum of two (2) years of experience in customer service, retention, sales, or a related supervisory role preferred.
- Working knowledge of Cable One products and services preferred.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Benefits
- Medical, dental, and vision plans start immediately
- Life insurance for you and your loved ones
- Generous paid time off for vacations, holidays, and personal days
- 401(k) with 100% company match (up to 5%) from day one
- Group legal plan and identity theft protection
- Tuition reimbursement up to $5,250 in your first year
- Participate in community support programs across the U.S.
- Recognition and awards programs highlight your achievements
- Clear advancement opportunities
- Collaborative work environment where ideas and teamwork thrive
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
