Customer Engagement Supervisor (Inside Sales)

About the role

As a Customer Engagement Supervisor, you will maintain day-to-day operations of a Customer Engagement Sales team, creating a collaborative, high-energy environment to assist team members in consistently meeting and exceeding monthly goals. This position is responsible for building a high-performing team to promote overall business growth, including setting and achieving sales goals through leadership development and managerial skills. You will trend data, manage team performance, develop motivational projects, collaborate with other departments, and work with the Sales Director to meet or exceed department expectations. Additionally, you will ensure all communications (verbal and written) directed to the Inside Sales Department are handled appropriately, resolve escalated customer issues, and provide feedback to the management team.

Responsibilities

• Manage sales team, including setting and achieving sales goals and managing performance.
• Organize, direct, and monitor daily activities of Customer Engagement Sales members.
• Distribute workload to team, monitor and review performance, and document activities.
• Monitor sales calls by observing customer engagement, accuracy of product/service representation, and ability to match customers to appropriate products/services; provide feedback as needed.
• Analyze and review productivity levels, generate reports, and recommend corrective actions to increase productivity.
• Answer questions from team members and provide suggestions as appropriate.
• Manage timecards, performance reviews, documentation of feedback, and maintain records of requests and complaints.
• Resolve grievances; escalate to management for assistance if needed.
• Build a strong, high-performing team that enjoys fun and competition and strives to meet or exceed required metrics.
• Prepare and report required stats to monitor program success.
• Identify areas of opportunity and provide feedback to those impacted.
• Maintain thorough knowledge and expertise in all offered products and services.
• Perform Customer Engagement Sales duties as needed.
• Handle direct calls, emails, and/or chats from customers courteously, accurately, and efficiently.
• Complete additional tasks or projects as assigned by the management team.

Requirements

• High school diploma or equivalent; Associate’s degree preferred.
• Inside Sales Leadership skills and experience required.
• Experience achieving aggressive sales growth targets.
• One to three years of supervisory/leadership experience in a fast-paced environment preferred.
• Excellent written and verbal communication skills.
• Ability to understand and explain technical information to others regardless of skill set.
• Strong MS Office application skills.
• Able to work weekends and change schedules to meet staffing demands on short notice.
• Ability to multi-task and prioritize assigned tasks.
• Ability to train new staff and provide a source of knowledge for staff inquiries.
• Strong communication skills with the ability to adjust communication style to fit the audience.

About Consumer Cellular

Founded in 1995, Consumer Cellular is the first wireless provider built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular serves over 4 million subscribers with affordable plans, popular phones and devices, and nationwide coverage, all backed by top-rated, 100% U.S.-based customer support. Based in Scottsdale, AZ, with 3,000 employees across the U.S., Consumer Cellular has been recognized as the most awarded wireless brand for customer service, including #1 rankings in customer service, network coverage, and customer satisfaction by the American Customer Satisfaction Index (ACSI). The company has also been featured 12 times on the Inc. 5000 list of fastest-growing privately held U.S. companies. Consumer Cellular products and plans are available nationwide through company-owned stores, online, by phone, and at leading retailers like Walmart.

Pay

Anticipated base salary range: $54,600 – $76,650. Minimums and maximums may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

Benefits

• Competitive base pay with potential for shift differential, overtime, and bonus pay.
• Medical insurance (98% company-paid for full-time employee-only coverage).
• Dental and Vision insurance (100% company-paid for full-time employee-only coverage).
• 401(k) company match of 100% up to 6% of your pay.
• Discounted Consumer Cellular wireless phone plan for employees.
• Paid Time Off (PTO) available following a 30-day waiting period (up to 40 hours in the first year for hourly positions; up to 120 hours for salaried positions).
• 6 company-paid holidays plus 16 hours of floating holiday accrual per year.
• Flexible Spending Accounts (FSA) for health care and dependent care expenses.
• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid).
• Long-Term Disability insurance (100% company-paid).
• Employee Assistance Program (100% company-paid).
• Education reimbursement.
• Employee rewards program.

Schedule

Full-time. Ability to work weekends and change schedules to meet staffing demands on short notice.