Supervisor, Customer Service (Retail)

Primary Responsibilities

• Support operations in Arizona and New Mexico.
• 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.
• Aid in escalated customer interactions, ensuring prompt, professional, and satisfactory resolution.
• Maintain adherence to company policies, procedures, scripts, and customer experience standards.
• Implement 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.
• Encourage career growth and professional development within the team.

Process Improvement and Customer Experience

• Collaborate with leadership and cross-functional teams to identify opportunities to improve workflows and customer experiences.
• Afford assistance 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.

Qualifications

• 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.