CFL Supervisor

Job Description

Here we grow again We are seeking a transformative and high performing Sales & Customer Retention Supervisor who will play a significant role managing the attrition process and help our business reach new heights. The ideal person will be a hands-on leader who will design and implement customer retention strategies and work with a team of CFL ("Customer for Life") representatives to increase loyalty, retain business and drive sales.

Key Responsibilities

• Lead a team of CFL representatives to facilitate the operations and activities within the CFL department including managing the attrition process, overseeing progress of Company resigns and Rmoves (including internal and external sales), responding to customer questions and concerns, and educating customers on proper use and maintenance of CPI Security system.
• Field escalated customer issues within CFL Department and demonstrate the aptitude to diffuse difficult situations and provide resolution to the customer.
• Monitor calls fielded by CFL Representatives to observe employee demeanor, professionalism, courteousness, accuracy and overall conformity to company policy and procedures and provide constructive critique and coaching when needed.
• Develops and maintains a high-performing, fun and energetic culture through an action-oriented, desire-to-win leadership style.
• Build and maintain a high-performance team, and an engaging culture of excellence that includes, evaluating, developing, and motivating CFL representatives to achieve departmental success.
• Create an environment that attracts and retains top talent. This includes identifying and providing growth opportunities for high performing employees.
• Developing a talent strategy that attracts and retains a certain skill set needed for a high performing and evolving Sales and Customer Retention team.

Job Requirements

• 2-3 years of previous phone sales experience required (excluding retail sales experience)
• Must be able to effectively lead, manage and motivate others
• Demonstrate malleability and aptitude to learn, process and effectively implement new policies and procedures as corporate standards are modified over time
• Must be able to successfully communicate and train direct reports on all policies, procedures and processes required to meet or exceed departmental requirements and goals
• Must maintain a high level of product knowledge, including, but not limited to: current product features and specifications, current corporate promotions, pricing, and discounts
• Ability and willingness to perform at a high level of competency to meet or exceed departmental standards while upholding the best interests of the customer and the company
• Must be able to develop and sustain positive and harmonious working relationships with all customers, colleagues and direct reports
• Strong verbal, written, analytical and computer skills
• Good problem solving and decision-making abilities
• High school graduate