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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities to develop and mentor a team of Customer Care and Sales Advisors while effectively managing customer interactions and operational performance. Proficient in analyzing metrics and trends to enhance customer satisfaction and retention strategies.
Highest-signal resume keywords
Team LeadershipCustomer Service ManagementCoaching and DevelopmentPerformance AnalysisSales Strategy Implementation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceRetention StrategiesSales TechniquesPerformance ReportingAnalytical SkillsProblem-SolvingMultitaskingSchedulingTraining and OnboardingKPI Monitoring
Soft Skills
Verbal CommunicationWritten CommunicationEmpathyCollaborationProfessionalism
Tools & Technologies
Customer Service SystemsTicketing PlatformsPerformance Reporting Tools
Industry Keywords
Customer CareSales AdvisorsCable One ProductsCustomer Experience StandardsBackground ChecksDrug Screening
About the role
Key responsibilities & impact- Supervise and lead a team of Customer Care and Sales Advisors
- Provide coaching, guidance, training, and ongoing support
- Schedule and organize team coverage to support business needs and service levels
- Conduct performance discussions, coaching sessions, and development planning
- Support hiring, onboarding, and training initiatives
- Oversee daily customer care and retention operations
- Support advisors with billing, scheduling, product changes, disconnect requests, and service concerns
- Resolve escalated customer interactions
- 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, quality assurance, and sales metrics
- Analyze trends and identify coaching and operational improvement opportunities
- Provide reporting and performance updates to leadership
- Train and mentor associates on procedures, retention, product knowledge, systems, and sales techniques
- Collaborate with leadership and cross-functional teams to improve workflows and customer experiences
- Collect and evaluate customer feedback and recommend improvements
- Promote a customer-first culture that strengthens relationships and customer loyalty
Requirements
What you’ll need- 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
- Successful completion of background checks, drug screening, and reference verification required before hire
Benefits
Comp & perks- 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
- Participate in community support programs across the U.S.
- Recognition and awards programs
- Clear advancement opportunities
- Collaborative work environment