REMOTE Customer Support Representative; Local

• Consistent Monday-Friday daytime schedule

Customer/Sales Support Representative

Fully Remote | Rochester, NY Area | Monday-Friday, 8:00 AM-5:00 PM ET | Contract Opportunity

The role is approximately 85% administrative/order processing and 15% customer outreach . This is not a cold-calling sales position . Outbound communication is primarily with existing customers regarding contract renewals, account updates, and service coverage.

The position is fully remote for day-to-day work , but candidates should live within approximately 45-60 minutes of Rochester, NY to attend initial training, quarterly meetings, and occasional office events.

• Monday-Friday
• 8:00 AM-5:00 PM Eastern Time
• Fully remote for day-to-day work
• Candidates should live within approximately 45-60 minutes of Rochester, NY
• Initial onsite training is typically 2-3 days
• Occasional onsite refresher training, quarterly meetings, and office events may be required
• Company equipment will be provided

Candidates coming from roles such as Sales Support Specialist, Order Management Specialist, Account Coordinator, Customer Service Representative, Billing Specialist, Service Coordinator, Contract Administrator, or Sales Operations Coordinator could be a strong fit.

• Work fully remote after initial training
• Consistent Monday-Friday daytime schedule
• Primarily administrative and operational work rather than direct sales
• No cold calling
• Gain experience working with ERP, CRM, billing, order management, and service platforms
• Work with established B2B customers and cross-functional teams
• Opportunity to build experience in sales operations, account management, and order-to-billing processes

• Process customer purchase orders, maintenance agreements, warranties, and service contracts from start to finish.
• Manage billing and invoicing for service contracts, professional services, software assurance, and time-and-material service calls.
• Enter and maintain accurate order, billing, customer, and service information within ERP and service platforms.
• Prepare renewal quotes and process contract renewals.
• Maintain accurate customer account information and install-base records.
• Respond to customer questions by phone and email regarding contracts, billing, renewals, and account updates.
• Conduct occasional outbound follow-up with existing customers regarding expired or upcoming service agreements. No cold calling required.
• Assist with billing discrepancies and credit disputes.
• Coordinate internally to support service work orders and technician dispatch.
• Support Account Managers and other internal teams with administrative and account-related requests.
• Use Excel to maintain trackers, perform reconciliations, analyze information, and support reporting.
• Maintain a high level of accuracy when processing purchase orders, invoices, contracts, and customer information.

• 3-5 years of professional business experience in sales support, order processing, billing, customer service, account management, or a related area.
• Previous experience working in a B2B environment strongly preferred.
• Strong Microsoft Excel skills, including experience with formulas, lookups, pivot tables, trackers, reconciliations, or reporting.
• Strong attention to detail, particularly when working with invoices, purchase orders, contracts, and data entry.
• Professional written and verbal communication skills.
• Comfortable communicating with customers by both email and phone.
• Ability to manage multiple systems and applications throughout the workday.
• Comfortable working independently in a remote environment while collaborating with a larger team.
• College degree preferred, but not required.

This is a…