Sales Support Specialist

Role Overview

• The Sales Support Specialist works all levels of the Sales support process including order entry, customer education, order rescheduling and escalations for residential customers.
• Through the use of online systems, position performs account qualification, account trouble shooting, and account maintenance.
• Ensures customer satisfaction and loyalty by consulting, assisting, and resolving a wide variety of requests, inquiries, and complaints, both verbally and in writing.
• Assist the Direct Sales Representatives and contractors with order entry and scheduling of all field sales.
• Assist the Direct Sales Representatives with customer education, customer care issues-billing, trouble calls, non-pays, transferring of services when needed.
• Responsible for handling administrative duties for regional Manager & sales representative.
• Also acts as a back-up to Sales Support Representatives for other regional areas as needed.
• Receives incoming calls in a professional and courteous manner.
• Qualifies new accounts in the customer order management system including provisioning and account order entry.
• Coordinates residential installations, service calls, and maintenance.
• Maintains current knowledge and uses all appropriate processes and procedures for all Customer Care Representative systems/applications.
• Assist the regional Manager, through on-line systems access Account files to perform commission and charge-back verification.
• Escalates complex technical or account management issues to appropriate party for resolution and follows-up with customer to ensure problem was corrected satisfactorily.
• Refers significant service and account problems to appropriate department and personnel.
• Attends training and maintains current knowledge about features and functions of company products.
• Research customer issues when required and follows-up with the Sales Agent and/or customer until resolution.
• Enters comments on all customer contacts and tracks all customer issues on accounts that are being handled.
• Assists with other tasks as needed or as assigned by the regional Manager or Director to improve the delivery of service to customers.
• Identifies areas for customer care improvement and communicates them to the regional Manager or Director.
• Handles special projects as needed. Load all street sheets / address lists for Direct Sales Representatives into approved CRM.

Requirements

• An Associate's degree or equivalent experience (1 year of work experience) preferred.
• 2+ years customer care/customer service experience
• Experience handling large accounts preferred
• Strong verbal and written communication skills
• Strong interpersonal skills
• Strong people and relationship management skills
• Strong data entry skills (typing)
• Strong problem solving and analytical skills with the ability to take ownership and initiative to handle commercial customer calls
• Troubleshooting skills in data, telephony or video services (data or telephony preferred)
• Ability to prioritize and perform multiple tasks
• Computer skills including Windows based applications (Word, Excel, Outlook) required
• Technical understanding of the Internet, search engines, and modems
• Ability to work flexible hours.
• Ability to identify sales opportunity, to include up-sell and cross-selling

Benefits

• Medical, dental, and vision plans – start when you start!
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days)
• 401(k)
• 100% company match (match program starts first day of service, up to 5% of eligible compensation)
• Group Legal plan with Identity Theft Protection
• Tuition reimbursement (up to $5,250 on 1st year)
• Up to seventy-five dollars a month towards cable and internet services
• Annual community support to various organizations across the U.S.
• Associate recognition & awards programs
• Advancement opportunities
• Collaborative work environment