Customer Retention Team Supervisor

Job Description - Customer Retention Team Supervisor (260705) Customer Retention Team Supervisor (260705) Our Commitment to You At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it. All official communication from Consumer Cellular will come from a @consumercellular.com email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at View email address on click.appcast.io. Job Summary The Customer Retention Team Lead will lead the development and performance of a team of approximately fifteen Customer Retention Specialists. To be successful in this role, one must have a passion for resolving issues, retaining customers, and a competitive spirit. They will manage the team’s day-to-day operations to achieve and exceed performance expectations, and provide an award-winning customer experience that increases brand loyalty and retains customers and employees for the long term. Essential Duties and Responsibilities Foster a positive team environment that cultivates competition and a strong desire to achieve resolution for any and all customer conflicts or concerns. Act as a role model for professional behavior and performance at all times. Motivate, develop, and inspire team members to achieve and exceed personal, performance, and company goals. Provide leadership, direction, accountability, and coaching to ensure adherence to company policies and procedures. Build and maintain strong working relationships with vendors, partners, customers, other carriers, leadership, direct reports, and other employees. Monitor and analyze team performance to strategically assist in the development of their team’s skills and maximize their performance. Provide training and guidance to the Customer Retention team and recommend changes to address how to alleviate customer complaints and churn. Maximize customer retention and sales through effective support and creative problem solving as well as handling issues that have escalated above your team. Conduct salary reviews, performance reviews, and career development sessions with direct reports. Maintain expert-level knowledge of the call center environment, telecom industry, FCC guidelines, de-escalation techniques, and Consumer Cellular’s policies, products, services, and systems. Ensure direct reports understand this scope of work. Proactively and positively communicate corporate messages and changes; provide constructive feedback to leadership as needed. Effectively use recognition, coaching, training, and other tools to motivate the team and inspire industry-leading performance, accountability, attendance, and employee retention. Partner with Human Resources to conduct any necessary investigations, deliver disciplinary actions, including separations, and document all interactions and communications. Partner with Talent Acquisition to interview new candidates for various customer service roles. Demonstrate strong interpersonal communication, time management, and multi-tasking skills. Meet minimum performance standards including but not limited to, monthly deliverables, schedule adherence, attendance, and team performance. Ensure all private information stays secure and confidential; comply with CPNI and PCI guidelines. Also responsible for other duties or projects assigned by leadership as needed. Minimum Qualifications Minimum of least one year of supervisory/leadership experience with Consumer Cellular or one year of supervisory/leadership experience in the wireless industry, with experience in customer retention and sales. Current employees must be meeting all performance requirements for current position for the last 90 days and cannot be on any probation. High School Diploma or equivalent required; some college coursework or continued education is preferred. Must be able to work weekends and change schedule to meet staffing demands on short notice. Strong work ethic, a sense of urgency, and excellent attendance. Must possess excellent written and verbal communication skills. Ability to handle complex employee situations, customer situations, and escalated customers with diplomacy and respect. Ability to multitask and use multiple systems while talking on the phone or typing, and to prioritize assigned tasks. Effective written and verbal communication both one-on-one and in group settings. Strong MS Office applications skills as well an aptitude to learn new applications quickly. Ability to work effectively both independently and in a team environment. Ability to exercise independent judgment and discretion in performing duties. Must be a self-starter and utilize a proactive approach to achieve results. About Consumer Cellular Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI) . Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through our company-owned neighborhood stores, online at ConsumerCellular.com , by phone at View phone number on click.appcast.io, and at leading retailers including Walmart. Connect with Consumer Cellular on Facebook , Instagram , and Youtube for tutorials, features, applications, and company news. Pay & Benefits Data Minimum Salary: $54,600 Maximum Salary: $76,650 This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing. Competitive base pay with potential for shift differential, overtime and bonus pay Medical insurance (98% company-paid for full-time employee only coverage) Dental and Vision insurance (100% company-paid for full-time employee only coverage) 401(k) company match of 100% up to 6% of your pay Discounted Consumer Cellular wireless phone plan for employees Paid Time Off (PTO) available following a 30-day waiting period* 6 company-paid holidays plus 16 hours of floating holiday accrual per year Flexible Spending Accounts (FSA) for health care and dependent care expenses Life and AD&DD insurance equal to 1x your annual earnings (100% company-paid) Long-Term Disability insurance (100% company-paid) Employee Assistance Program (100% company-paid) Employee rewards program Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions. Pre-employment background check and drug screen is required. Primary Location United States-Arizona-Phoenix 17500 North Black Canyon Hwy 17500 North Black Canyon Hwy Phoenix 85053 Schedule Full-time Travel No Job Posting Sep 8, 2026 Unposting Date Sep 14, 2026 Consumer Cellular is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information or any status/classification deemed illegal to consider under local, state or federal law. Consumer Cellular is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on click.appcast.io. #J-18808-Ljbffr Consumer-Cellular