Job Description:
• Supervise and lead a team of Customer Care and Sales Advisors
• Provide coaching, guidance, training, and ongoing support
• Foster a positive, collaborative, and customer-focused work environment
• Schedule and organize team coverage to maintain service levels during peak times
• Conduct performance discussions, coaching sessions, and development planning
• Support hiring, onboarding, and training initiatives
• Oversee daily customer care and retention operations
• Support advisors with billing, scheduling, product changes, disconnect requests, and service concerns
• Resolve escalated customer interactions promptly and professionally
• Monitor adherence to policies, procedures, scripts, and customer experience standards
• Reinforce retention and sales strategies for Sparklight products and services
• Monitor KPIs including customer satisfaction, response times, retention, quality assurance, and sales metrics
• Analyze trends and identify coaching and operational improvement opportunities
• Provide reporting and performance updates to leadership
• Train and mentor associates on procedures, retention, products, systems, and sales techniques
• Collaborate with leadership and cross-functional teams to improve workflows and customer experiences
• Evaluate customer feedback and recommend improvements
• Promote customer loyalty and a customer-first culture
Requirements:
• 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 hybrid environment
• Successful completion of background checks, drug screening, and reference verification required before hire
Benefits:
• Medical, dental, and vision plans start immediately
• Life insurance
• 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
• Identity theft protection
• Tuition reimbursement up to $5,250 in your first year
• Community support programs across the U.S.
• Recognition and awards programs
• Clear advancement opportunities
• Collaborative work environment