Supervisor, Customer Care & Sales
Job Description:
Customer Care and Sales Advisor Supervisor
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.
Location:
This is a remote position.
We are open to hiring remote candidates residing in the following states: AL, AK, AR, AZ, CO, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, OH, OK, OR, PA, SC, TN, TX, and UT.
Shift to Include Saturdays
Key Responsibilities
Team Leadership and Support
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Supervise and lead a team of Customer Care and Sales Advisors, providing coaching, guidance, training, and ongoing support.
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Foster a positive, collaborative, and customer-focused work environment.
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Schedule and organize team coverage to support business needs and maintain service levels during peak times.
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Conduct regular performance discussions, coaching sessions, and development planning.
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Support hiring, onboarding, and training initiatives for new associates.
Customer Care and Sales Operations
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Oversee daily customer care and retention operations to ensure efficient and high-quality service delivery.
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Support advisors in handling customer inquiries related to billing, scheduling, product changes, disconnect requests, and service concerns.
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Assist with escalated customer interactions, ensuring prompt, professional, and satisfactory resolution.
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Monitor adherence to company policies, procedures, scripts, and customer experience standards.
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Reinforce retention and sales strategies that demonstrate the value of Sparklight products and services.
Performance Management and Reporting
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Monitor key performance indicators (KPIs), including customer satisfaction, response times, retention results, quality assurance scores, and sales performance metrics.
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Analyze trends and identify opportunities for coaching and operational improvement.
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Provide regular reporting and performance updates to leadership.
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Ensure team members meet or exceed established service, retention, and sales goals.
Training and Development
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Train and mentor associates on customer care procedures, retention methodologies, product knowledge, systems, and sales techniques.
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Conduct ongoing training sessions to support continuous learning and process updates.
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Promote best practices in customer communication, active listening, empathy, and problem-solving.
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Encourage career growth and professional development within the team.
Process Improvement and Customer Experience
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Collaborate with leadership and cross-functional teams to identify opportunities to improve workflows and customer experiences.
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Assist in implementing strategies that improve operational efficiency, customer retention, and service consistency.
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Collect and evaluate customer feedback to identify trends and recommend improvements.
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Promote a customer-first culture that strengthens relationships and builds customer loyalty.
Qualifications
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High school diploma or GED required; associate or bachelor’s degree preferred.
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Minimum of two (2) years of experience in customer service, retention, sales, or a related supervisory role preferred.
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Demonstrated leadership, coaching, and team development skills.
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Strong verbal and written comm