[Remote] Supervisor, Customer Care & Sales (Remote)

Note: The job is a remote job and is open to candidates in USA. Cable One, a leading telecommunications provider, is seeking a Customer Care and Sales Advisor Supervisor. This role involves overseeing the daily operations of the customer care and sales team, focusing on leadership, coaching, and ensuring a positive customer experience while driving retention and sales success.

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; 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
• 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

Benefits

• Health from Day One: Medical, dental, and vision plans start immediately
• Protect What Matters: Life insurance for you and your loved ones
• Recharge & Refresh: Generous paid time off for vacations, holidays, and personal days
• Plan for Tomorrow: 401(k) with 100% company match (up to 5%) from day one
• Extra Peace of Mind: Group legal plan and identity theft protection
• Learn & Earn: Tuition reimbursement up to $5,250 in your first year
• Give Back: Participate in community support programs across the U.S.
• Celebrate Wins: Recognition and awards programs highlight your achievements
• Grow Your Career: Clear advancement opportunities
• Team Vibes: Collaborative work environment where ideas and teamwork thrive

Company Overview