<p><u><b>Job Description:</b></u></p><h3>Customer Care and Sales Advisor Supervisor</h3><p>At Sparklight, a <a href="https://himalayas.app/companies/cable-one">Cable One</a> 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.</p><p>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.</p><h3>Location:</h3><h3>This is a remote position.</h3><p>We are open to hiring remote candidates residing in the following states: AL, AK, AR, AZ, CO, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, OH, OK, OR, PA, SC, TN, TX, and UT.</p><h3>Key Responsibilities</h3><h3>Team Leadership and Support</h3><ul><li><p>Supervise and lead a team of Customer Care and Sales Advisors, providing coaching, guidance, training, and ongoing support.</p></li><li><p>Foster a positive, collaborative, and customer-focused work environment.</p></li><li><p>Schedule and organize team coverage to support business needs and maintain service levels during peak times.</p></li><li><p>Conduct regular performance discussions, coaching sessions, and development planning.</p></li><li><p>Support hiring, onboarding, and training initiatives for new associates.</p></li></ul><h3>Customer Care and Sales Operations</h3><ul><li><p>Oversee daily customer care and retention operations to ensure efficient and high-quality service delivery.</p></li><li><p>Support advisors in handling customer inquiries related to billing, scheduling, product changes, disconnect requests, and service concerns.</p></li><li><p>Assist with escalated customer interactions, ensuring prompt, professional, and satisfactory resolution.</p></li><li><p>Monitor adherence to company policies, procedures, scripts, and customer experience standards.</p></li><li><p>Reinforce retention and sales strategies that demonstrate the value of Sparklight products and services.</p></li></ul><h3>Performance Management and Reporting</h3><ul><li><p>Monitor key performance indicators (KPIs), including customer satisfaction, response times, retention results, quality assurance scores, and sales performance metrics.</p></li><li><p>Analyze trends and identify opportunities for coaching and operational improvement.</p></li><li><p>Provide regular reporting and performance updates to leadership.</p></li><li><p>Ensure team members meet or exceed established