Business Support Specialist II

Role Overview

• Quickly learns and applies knowledge of new product offerings to manage multiple priorities in a fast-paced environment.
• Resolves customer issues by clarifying concerns, researching solutions, implementing fixes, or escalating when necessary.
• Maintains accurate and timely documentation of sales activities, verifying service orders, and ensuring completeness throughout the process.
• Coordinates with Sales and cross-functional teams (Logistics, Activations, Operations, Engineering, Facilities) to gather necessary information and ensure accurate order entry and customer scheduling.
• Processes and manages customer orders, including pre-billing checks, scheduling installations, handling complex, multi-location accounts, and ensuring billing accuracy.
• Provides administrative support, managing escalations, complicated customer issues, and updates to processes and documentation.
• Handles calls efficiently while prioritizing first-call resolution and providing billing assistance, contract clarifications, and account adjustments.
• Utilizes Salesforce and other systems to manage orders, maintain customer records, and achieve performance metrics.
• Upholds company standards by delivering quality work, practicing Articles of Excellence, and enhancing customer experience.
• Consistently meets or exceeds key performance indicators and completes additional duties as assigned, maintaining dependable attendance.

Requirements

• 3–4 years of experience in a related field is required
• Strong ability to read, analyze, and interpret general business publications, professional journals, technical procedures, or government regulations. Skilled in writing reports, business correspondence, and procedure manuals. Capable of effectively presenting information and responding to questions from managers, clients, customers, and the public.
• Proficient in calculating figures such as discounts, interest, and completing pre-billing checks and verification.
• Demonstrates strong problem-solving skills, including the ability to follow written, oral, or diagrammed instructions and address issues involving multiple variables in standardized situations.
• Proficient in Contact Management Systems, Microsoft Office (Word, Excel, etc.), Data Entry, Payroll Systems, Customer Relationship Management (CRM) Software, and Order Processing Systems.
• Proven ability to perform effectively in a team-oriented environment.
• Previous experience in a call center is highly desirable

Benefits

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off & Paid Holidays.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life’s challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.