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...