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 [email protected].
Job Summary
The Team Supervisor will lead a team of approximately 15 customer service employees in day-to-day Customer Service operations to achieve and exceed performance expectations. This position is responsible for ensuring all communications (telephones, emails, etc.) directed to the Customer Service Center are handled appropriately. The Team Supervisor provides leadership, direction, accountability, and coaching to ensure adherence to company policies and procedures. The Team Supervisor reports to the Call Center Manager.
Essential Functions (Other job duties may be assigned)
- Coach, motivate, and inspire team members to achieve and exceed performance goals.
- Monitor service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provide feedback and development as needed.
- Partner with peers and other members of leadership to support agents and maximize customer satisfaction.
- Monitor and analyze team performance to strategically assist in the development of their team’s skills.
- Field questions from customer service representatives and recommend changes to address how to alleviate customer complaints.
- Minimize customer escalations through effective coaching and support as well as handle issues that have escalated above your team.
- Conduct salary reviews, performance reviews, and career development sessions with direct reports.
- Possess and maintain a thorough knowledge of telecommunications industry information.
- Proactively and positively communicate corporate messages and changes; provide constructive feedback to leadership as needed.
- Effectively use recognition, coaching, training, and other tools to lead 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.
- Also responsible for other duties/projects assigned by leadership as needed.
%3Cp style=%22font-family%5C:Arial;%22%3E%3Cspan style=%22color%5C:#f26631;font-family%5C:Calibri;font-size%5C:large;%22%3E%3Cstrong%3E%3Cu%3ERequired Experience%3C/u%3E%3C/strong%3E%3C/span%3E%26nbsp;%3C/p%3E%3Cul%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EMinimum of one (1) year of supervisory/leadership experience in a call center, customer service, or collections environment.%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EMust be able to work weekends and change schedule to meet staffing demands on short notice.%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EMust possess excellent written and verbal communication skills.%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EStrong MS Office application skills as well as an aptitude to learn new applications quickly.%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAbility to coach and train new staff in all areas as needed and provide a source of knowledge for staff inquiries.%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAbility to work effectively both independently and in a team environment.%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAbility to exercise independent judgment and discretion in performing duties.%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EMust be a self-starter and utilize a proactive approach to achieve results.%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E%3Cstrong%3ECommunication%3C/strong%3E – while the ability to communicate professionally and politely is required, we have customers who need effective communication in both Spanish and English. The ability to communicate, verbal and written, in both Spanish and English is preferred. (Ability to successfully pass a fluency test is required to be considered for the Bilingual opportunity).%3C/span%3E%26nbsp;%3C/li%3E%3C/ul%3E%3Cp style=%22font-family%5C:Arial;%22%3E%3Cspan style=%22color%5C:#f26631;font-family%5C:Calibri;font-size%5C:large;%22%3E%3Cstrong%3E%3Cu%3EAbout Consumer Cellular%3C/u%3E%3C/strong%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EFounded 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 %3C/span%3E%3Ca href=%22https%5C://theacsi.org/%22 target=%22_blank%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAmerican Customer Satisfaction Index (ACSI)%3C/span%3E%3C/a%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E. %26nbsp;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 %3C/span%3E%3Ca href=%22https%5C://www.consumercellular.com%22 target=%22_blank%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EConsumerCellular.com%3C/span%3E%3C/a%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E, by phone at (888) 345-5509, and at leading retailers including Walmart. Connect with Consumer Cellular on %3C/span%3E%3Ca href=%22https%5C://www.facebook.com/consumercellular/%22 target=%22_blank%22 rel=%22noopener%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EFacebook%3C/span%3E%3C/a%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E, %3C/span%3E%3Ca href=%22https%5C://www.instagram.com/consumer_cellular/?hl=en%22 target=%22_blank%22 rel=%22noopener%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EInstagram%3C/span%3E%3C/a%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E, and %3C/span%3E%3Ca href=%22https%5C://www.youtube.com/user/consumercellular%22 target=%22_blank%22 rel=%22noopener%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EYoutube%3C/span%3E%3C/a%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E for tutorials, features, applications, and company news.%3C/span%3E%26nbsp;%3C/p%3E%3Cp style=%22font-family%5C:Arial;%22%3E%3Cspan style=%22color%5C:#f26631;font-family%5C:Calibri;font-size%5C:large;%22%3E%3Cstrong%3E%3Cu%3EPay %26amp; Benefits Data%3C/u%3E%3C/strong%3E%3C/span%3E%26nbsp;%3C/p%3E%3Cul%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EMinimum Salary%5C: %2457,330%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EMaximum Salary%5C: %2480,483%3C/span%3E%3C/li%3E%3C/ul%3E%3Cp style=%22font-family%5C:Arial;%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EThis 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.%3C/span%3E%26nbsp;%3C/p%3E%3Cul%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3ECompetitive base pay with potential for shift differential, overtime and bonus pay%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EMedical insurance (98% company-paid for full-time employee only coverage)%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EDental and Vision insurance (100% company-paid for full-time employee only coverage)%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E401(k) company match of 100% up to 6% of your pay%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EDiscounted Consumer Cellular wireless phone plan for employees%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EPaid Time Off (PTO) available following a 30-day waiting period*%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E6 company-paid holidays plus 16 hours of floating holiday accrual per year%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EFlexible Spending Accounts (FSA) for health care and dependent care expenses%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3ELife and AD%26amp;D insurance equal to 1x your annual earnings (100% company-paid)%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3ELong-Term Disability insurance (100% company-paid)%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EEmployee Assistance Program (100% company-paid)%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EEducation reimbursement%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EEmployee rewards program%3C/span%3E%3C/li%3E%3C/ul%3E%3Cp style=%22font-family%5C:Arial;%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E%3Ci%3E*Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.%3C/i%3E%26nbsp;%3C/span%3E%26nbsp;%3C/p%3E%3Cp style=%22font-family%5C:Arial;%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E%3Cstrong%3EPre-employment background check and drug screen is required.%3C/strong%3E%3C/span%3E%3C/p%3E
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 [email protected].