Sales Support Specialist

Primary Responsibilities/Tasks

• Assist the Direct Sales Representatives and contractors with order entry and scheduling of all field sales.
• Aid the Direct Sales Representatives with customer education, customer care issues-billing, trouble calls, non-pays, transferring of services when needed.
• Handle administrative duties for regional Manager & sales representative.
• Act as a backup to Sales Support Representatives for other regional areas as needed.
• Receive incoming calls in a professional and courteous manner.
• Qualify new accounts in the customer order management system including provisioning and account order entry.
• Cook up residential installations, service calls, and maintenance.
• Maintain current knowledge and use all appropriate processes and procedures for all Customer Care Representative systems/applications.
• Afford the regional Manager, through on-line systems access Account files to perform commission and charge-back verification.
• Escalate complex technical or account management issues to appropriate party for resolution and follow-up with customer to ensure problem was corrected satisfactorily.
• Refer significant service and account problems to appropriate department and personnel.
• Attend training and maintain current knowledge about features and functions of company products.
• Research customer issues when required and follow-up with the Sales Agent and/or customer until resolution.
• Enter comments on all customer contacts and track all customer issues on accounts that are being handled.
• Aid with other tasks as needed or as assigned by the regional Manager or Director to improve the delivery of service to customers.
• Identify areas for customer care improvement and communicate them to the regional Manager or Director.
• Handle special projects as needed.
• Load all street sheets / address lists for Direct Sales Representatives into approved CRM.

Required Knowledge, Skills, Abilities

• Preferred experience using Singleview
• An Associate's degree or equivalent experience (1 year of work experience)
• 2+ years customer care/customer service experience
• Experience handling large accounts preferred
• Strong verbal and written communication skills
• Strong interpersonal 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!
• Lifetime 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
• 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

Core Competencies

• Committed: Values every customer, while working hard to keep their business and support our communities.
• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Pre-hire Processes

• Background, drug screening, and reference check