Sales Support Specialist

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, the position performs account qualification, account troubleshooting, and account maintenance. The role 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.
• Handle administrative duties for the regional Manager & sales representative. Also act as a back‑up 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.
• Coordinate residential installations, service calls, and maintenance.
• Maintain current knowledge and use all appropriate processes and procedures for all Customer Care Representative systems/applications.
• Assist the regional Manager by accessing account files online to perform commission and charge‑back verification.
• Escalate complex technical or account management issues to appropriate parties for resolution and follow up with customers to ensure problems are corrected satisfactorily.
• Refer significant service and account problems to appropriate departments 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.
• Assist 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.

• Preferred experience using Single view.
• An Associate’s degree or equivalent experience (minimum 1 year of work experience).
• 2+ years of 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 opportunities, including up‑sell and cross‑selling.

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

• 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 in the first year).
• Up to seventy‑five dollars a…