Supervisor, Customer Service; Retail

Position: Supervisor, Customer Service (Retail)
Job Description:

Customer Care and Sales Advisor Supervisor - In office role

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:

Primary responsibilities support operations in Arizona and New Mexico.

Key Responsibilities Team Leadership and Support 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.

Customer Care and Sales Operations 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.

Performance Management and Reporting 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.

Training and Development 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.

Process Improvement and Customer Experience 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.

Qualifications High school diploma or GED required; associate or bachelor’s degree preferred.

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…