Supervisor, Customer Service (Retail)

Cable One, a brand of Sparklight, is seeking a Customer Care and Sales Advisor Supervisor to lead a team in delivering exceptional customer experiences. The role involves overseeing daily operations, supporting team development, and enhancing customer service and sales initiatives.

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

Requirements:

• High school diploma or GED required
• Demonstrated leadership, coaching, and team development skills
• Strong verbal and written communication skills
• Ability to effectively manage escalated customer situations with professionalism and empathy
• 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
• 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