Sales & Retention Supervisor

Company: Blue Ridge Communications

WFH 3-day Flex Shift: Monday-Friday, 7AM-4PM (other hours as needed)

Pencor and its subsidiaries are Equal Opportunity Employers

*This is a hybrid work-from-home opportunity. Candidates must reside in Pennsylvania and be able to
report to a local Contact Center as required by management. Work-from-home status may be adjusted
based on performance.

Blue Ridge is seeking a motivated and results-driven Sales & Retention Supervisor to help lead and
develop our Sales & Retention team within the Contact Center. This role is responsible for driving
performance, developing team members, and fostering a positive culture focused on delivering
exceptional customer experiences while achieving sales and retention goals. The Supervisor will also
provide cross-functional support to Customer Care and Digital Support (Chat/Email) teams as needed,
ensuring alignment in service delivery and customer engagement strategies.

This position plays a key role in shaping team performance through coaching, data-driven solution-
oriented decision-making, and collaboration with leadership across the business. Success in this role
requires a balance of strong initiative, collaboration, engagement, leadership and a commitment to
continuous improvement.

Key Responsibilities

• Lead, coach, and develop a team of Sales & Retention agents to achieve performance goals and deliver exceptional customer experiences
• Drive team performance against key metrics, including sales conversion, customer retention, quality, accuracy, and productivity
• Conduct regular coaching sessions, performance reviews, and team huddles to reinforce goals and improve outcomes
• Analyze performance data and reporting to identify trends, gaps, and opportunities for improvement
• Collaborate with peer leaders and cross-functional teams to develop and implement process improvements and best practices
• Partner with the Sales Coordinator and leadership to share trends and ensure alignment in sales strategies, messaging, and incentive programs
• Support escalated customer interactions by providing guidance and resolution strategies
• Foster a positive, engaging, and accountable team culture aligned with company values
• Ensure consistent application of policies, procedures, and brand standards across all customer interactions
• Assist with workforce planning, scheduling, and operational needs as required
• Contribute to the development of documentation, reporting, and process improvements
• Provide backup leadership support for Customer Care and Digital Support teams as needed
• Travel to company locations as required to support team and business needs
• Perform additional duties as assigned by leadership

Leadership Expectations

• Serve as a role model for professionalism, accountability, and customer-centric behavior
• Inspire and motivate team members to exceed expectations and embrace continuous improvement
• Create an environment that encourages innovation, collaboration, and ownership
• Demonstrate strong decision-making and problem-solving capabilities in a fast-paced environment

Qualifications

• High School Diploma or GED
• Pennsylvania residency required
• Valid PA Driver’s License with a good driving record
• Minimum of 1 year of experience in telecommunications, customer service, or sales environment
• Prior leadership or supervisory experience preferred
• Experience in inbound and/or outbound sales strongly preferred

Technical Skills

• Proficiency in Microsoft Office 365 Suite (Excel, Word, PowerPoint)
• Experience with customer account and billing systems (e.g., ICOMS/GUI or similar platforms)
• Familiarity with internal tools, applications, and service platforms preferred (Basecamp, Slack)
• Ability to quickly learn and adapt to new systems and technologies

Core Competencies

• Strong sales and retention expertise with a proven ability to drive results
• Excellent coaching and employee development skills
• Effective verbal and written communication skills
• Strong problem-solving and decision-making skills
• Exceptional customer focus and conflict resolution skills
• Strong organizational and time management skills
• Ability to work independently while maintaining strong communication with leadership
• Ability to collaborate effectively within a team and across departments
• Ability to adapt in a fast-paced, evolving work environment
• Ability to demonstrate professionalism and positive attitude when interacting with customers and colleagues
• Commitment to continuous improvement, innovation, and accountability