Note: The job is a remote job and is open to candidates in USA. Cable One, Inc. is a company that values a neighborly approach to connecting people to what matters most. The Customer Care and Sales Advisor Supervisor will oversee the operations of the Customer Care and Sales Advisor team, focusing on delivering exceptional customer experiences and supporting retention 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
- 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
- Minimum of two (2) years of experience in customer service, retention, sales, or a related supervisory role
- Working knowledge of Cable One products and services
- Experience with customer service systems, ticketing platforms, and performance reporting tools
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