Sales Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct research and resolve outstanding, held, canceled, and fallout orders, addressing installation barriers and service availability inquiries.

• Input and update customer account details within billing systems.

• Support various sales channels including inbound, outbound, online, and eCommerce.

• Respond to inquiries regarding order entry, products, promotions, and sales-system protocols.

• Collaborate with Field Operations, Dispatch, IT, Marketing, Training, and other departments to address sales-related challenges.

• Stay informed on product, system, and process modifications, assisting frontline teams in implementing updates.

• Document, prioritize, and monitor support requests and escalations using CRM, ticketing, and case management systems.

• Manage assigned requests until resolution or appropriate handoff, providing timely updates to meet service-level agreements.

• Identify recurring system issues, order inaccuracies, and process deficiencies, sharing opportunities for improvement with Sales leadership.

• Execute additional duties as assigned.

⛳️ Requirements

• Two to four years of customer service experience preferred, particularly in sales support or a call center environment.

• Strong problem-solving abilities; experience in resolving complex order-processing, serviceability, or operational challenges is preferred.

• Excellent verbal and written communication skills along with active listening capabilities.

• Ability to articulate technical information in layman's terms.

• Exceptional attention to detail when documenting cases, entering data, and communicating with customers and colleagues.

• Capacity to prioritize multiple requests, follow up on unresolved issues, and adapt in a dynamic environment.

• Comfort with reading and applying product information, training materials, and company policies.

• Basic mathematical skills, including working with whole numbers, fractions, and decimals.

• Proficiency in Microsoft Office and the ability to navigate various applications.

• Familiarity with CRM, order management, billing, or case management systems.

• Experience with ICOMS, USHA, or Salesforce is preferred; ServiceNow experience is a plus.

• Regularly required to talk and hear.

• Required to use hands for typing, handling objects, and paperwork.

• Required to reach and hold onto items at chest level or reach above shoulder height.

• Required to have close vision and the ability to focus.

• Required to perform computer-based research, documentation, and communication for prolonged periods.

🏝️ Benefits

• Medical, dental, vision, and life insurance.

• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.

• 401(k) with company matching.

• Paid time off and recognized company holidays.

• Tuition reimbursement for ongoing development.

• Employee broadband discounts.