Supervisor, Customer Care and Sales Advisor
On-siteTaylorville, Illinois, United States or Brazil, Indiana, United States
Job Summary
Oversee daily operations for a Customer Care and Sales Advisor team, providing coaching, guidance, and training while scheduling coverage to maintain service levels during peak times. Monitor key performance indicators including customer satisfaction, response times, and retention results to identify trends and drive operational improvements. Handle escalated customer interactions related to billing, scheduling, and service concerns, ensuring adherence to company policies and scripts. Lead performance discussions, development planning, and onboarding initiatives for new associates, reinforcing retention and sales strategies. Collaborate with cross-functional teams to implement workflow improvements and collect customer feedback to strengthen service consistency.
Required Qualifications
- High school diploma or GED
- Must be able to work independently and collaboratively in a remote or hybrid environment
- Must be able to pass background checks, drug screening, and reference verification
Desired Qualifications
- Associate or bachelor's degree
- Minimum of two (2) years of experience in customer service, retention, sales, or a related supervisory role
- 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
- Experience with customer service systems, ticketing platforms, and performance reporting tools
- Strong analytical and problem-solving skills
- Ability to multitask, prioritize responsibilities, and perform effectively in a fast-paced environment
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