Retention Operations Jobs (NOW HIRING)

Job Description:

Customer Care and Sales Advisor Supervisor - In office role

At Sparklight, a Cable One brand, we believe in a neighborly approach-connecting people to what matters most. As a Customer Care and Sales Advisor Supervisor, you will play a key leadership role in delivering exceptional customer experiences while supporting a high-performing team focused on customer care, retention, and sales success.

The Customer Care and Sales Advisor Supervisor is responsible for overseeing and coordinating the day-to-day operations of the Customer Care and Sales Advisor team. This role focuses on leading and developing advisors, ensuring a positive and consistent customer experience, supporting retention and sales initiatives, and resolving escalated customer concerns. The ideal candidate combines strong leadership abilities with a passion for customer service, coaching, and operational excellence.

Location:
Primary responsibilities support operations in Arizona and New Mexico.

Key Responsibilities

Team Leadership and Support

• 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.
• 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.

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.
• 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.

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.

Benefits

Cable One values the contributions of our associates and offers an excellent benefits package, including:

• 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

Additional Perks

• 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

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensuring our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds, and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue-it is the motto our associates live by, exemplify, and embody each and every day.

Cable One and our family of brands is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, or any other characteristic protected by applicable law.

Pre-Hire Processes

Cable One and our family of brands are committed to keeping our associates and customers safe. Job offers are contingent upon the successful completion of background checks, drug screening, and reference verification. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to begin a successful and rewarding career.

Ready to make a difference and grow your career?
Apply today and become part of something bigger.