Supervisor, Customer Care, Sales

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🌵 Arizona – Remote

🌵 Arizona – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Cable ONE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1986

📡 Telecommunications

💰 Post-IPO Debt on 2020-05

Telecommunications

Cable ONE is an internet service provider (ISP) that delivers fast and reliable broadband services under the brand name Sparklight. Offering whole-home Wifi and fiber-powered internet with speeds up to 1 Gbps, they serve residential and business customers throughout the United States. Their investments in infrastructure aim to reduce the digital divide by deploying advanced technologies such as modems capable of 10 Gbps speeds. Cable ONE emphasizes customer satisfaction by providing dependable service and support, making their service ideal for work, gaming, and streaming needs.

📋 Description

• Supervise and lead a team of Customer Care and Sales Advisors • Provide coaching, guidance, training, and ongoing support • 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 • Assist advisors with billing, scheduling, product changes, disconnect requests, and service concerns • Resolve escalated customer interactions promptly and professionally • Monitor adherence to company 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 results, quality assurance scores, and sales metrics • Analyze trends and identify coaching and operational improvement opportunities • Provide regular reporting and performance updates to leadership • Train and mentor associates on procedures, retention methodologies, product knowledge, systems, and sales techniques • Conduct ongoing training sessions and promote best practices • Collaborate with leadership and cross-functional teams to improve workflows and customer experiences • Evaluate customer feedback and recommend improvements • Promote a customer-first culture that strengthens relationships and customer loyalty

🎯 Requirements

• High school diploma or GED required; associate or bachelor’s degree preferred • Minimum of two 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 manage escalated customer situations professionally and empathetically • Working knowledge of Cable One products and services preferred • Experience with customer service systems, ticketing platforms, and performance reporting tools • Ability to multitask and prioritize responsibilities in a fast-paced environment • Strong analytical and problem-solving skills • Ability to work independently and collaboratively in a remote or hybrid environment • Availability to work shifts including Saturdays • Successful completion of background checks, drug screening, and reference verification required before hire

🏖️ 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 • Community support programs across the U.S. • Recognition and awards programs • Clear advancement opportunities • Collaborative work environment where ideas and teamwork thrive