What are the responsibilities and job description for the Kinetic Customer Service Retention Supervisor position at Uniti Group Inc.?
About The Role
As a Customer Service Retention Supervisor, you will lead a team focused on strengthening customer relationships, reducing churn, and delivering a service experience that builds loyalty. This role is ideal for a people-first leader who can coach for performance, solve problems quickly, and use insights to improve both customer outcomes and team results. You will help create a high-energy, accountable environment where associates feel supported and customers feel valued.
What You'll Do
College degree and 3-5 years professional level experience with 0-1 years supervisory experience; or 7 years professional level related experience with 0-1 years supervisory experience; or an equivalent combination of education and professional level related experience required.
As a Customer Service Retention Supervisor, you will lead a team focused on strengthening customer relationships, reducing churn, and delivering a service experience that builds loyalty. This role is ideal for a people-first leader who can coach for performance, solve problems quickly, and use insights to improve both customer outcomes and team results. You will help create a high-energy, accountable environment where associates feel supported and customers feel valued.
What You'll Do
- Lead, coach, and develop a team of customer service professionals focused on customer retention, revenue impact, and customer resolution.
- Monitor daily performance metrics, customer trends, and service quality to drive results and improve customer experience.
- Provide real-time guidance and escalation support for complex customer concerns, billing issues, and save opportunities.
- Use data and team insights to identify root causes of churn and implement action plans that improve retention outcomes.
- Partner with cross-functional teams to remove barriers, improve processes, and deliver a more seamless customer journey.
- Reinforce a culture of accountability, recognition, and continuous improvement through regular feedback and coaching.
- Support hiring, onboarding, scheduling, and performance management activities for the team.
- Ensure policies, procedures, and customer commitments are followed consistently and with care.
- Experience leading or coaching teams in customer service, retention, call center, or related environments
- A strong track record of improving team performance, customer satisfaction, and retention results
- Confidence handling escalated customer issues with professionalism, empathy, and sound judgment
- Ability to interpret performance data, identify trends, and turn insights into action
- Strong communication, coaching, and relationship-building skills
- Ability to manage multiple priorities in a fast-paced, metric-driven environment
- Comfort with change and a mindset focused on continuous improvement
- Proficiency with customer service systems, reporting tools, and standard business applications
- 3 years relevant customer service/call center experience with 0-1 supervisory/lead experience for supervisory roles
College degree and 3-5 years professional level experience with 0-1 years supervisory experience; or 7 years professional level related experience with 0-1 years supervisory experience; or an equivalent combination of education and professional level related experience required.