Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
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
Company Overview