Sales Support Specialist

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

📋 Description

• The Sales Support Specialist is involved in all aspects of the Sales support process, which includes order entry, customer education, order rescheduling, and managing escalations for residential clients.

• Utilizing online systems, this role carries out account qualification, troubleshooting, and maintenance.

• The position ensures customer satisfaction and loyalty by consulting with, assisting, and resolving a diverse range of requests, inquiries, and complaints, both verbally and in writing.

• Supports Direct Sales Representatives and contractors with order entry and the scheduling of all field sales activities.

• Aids Direct Sales Representatives with customer education and addresses customer care issues such as billing, troubleshooting calls, non-payments, and service transfers when necessary.

• Responsible for completing administrative tasks for the regional Manager and Sales representatives.

• Acts as a backup for Sales Support Representatives in other regional areas when required.

• Receives incoming calls in a professional and courteous manner.

• Qualifies new accounts in the customer order management system, which includes provisioning and order entry.

• Coordinates residential installations, service calls, and maintenance tasks.

• Keeps updated with all relevant processes and procedures for Customer Care Representative systems/applications.

• Assists the regional Manager by accessing account files online to perform commission and charge-back verifications.

• Escalates complex technical or account management issues to the appropriate parties for resolution and follows up with customers to ensure satisfactory problem resolution.

• Refers significant service and account issues to the appropriate department and personnel.

• Participates in training sessions and maintains current knowledge of the features and functions of company products.

• Investigates customer issues as needed and follows up with the Sales Agent and/or customer until resolution is achieved.

• Logs comments on all customer contacts and tracks all account issues being managed.

• Assists with additional tasks as assigned by the regional Manager or Director to enhance service delivery to customers.

• Identifies opportunities for improvement in customer care and communicates these to the regional Manager or Director.

• Manages special projects as required.

• Inputs all street sheets/address lists for Direct Sales Representatives into the approved CRM system.

⛳️ Requirements

• An Associate's degree or equivalent experience (1 year of professional experience) is preferred.

• A minimum of 2 years of customer care/customer service experience is required.

• Experience managing large accounts is preferred.

• Excellent verbal and written communication skills are essential.

• Strong interpersonal skills are necessary.

• Proficient people and relationship management skills are required.

• Strong data entry skills (typing) are essential.

• Strong problem-solving and analytical skills with the ability to take ownership and initiative in handling commercial customer calls are necessary.

• Troubleshooting skills in data, telephony, or video services (data or telephony preferred) are required.

• Ability to prioritize and manage multiple tasks effectively.

• Proficient computer skills including Windows-based applications (Word, Excel, Outlook) are necessary.

• Technical understanding of the Internet, search engines, and modems is required.

• Flexibility in working hours is necessary.

• Ability to identify sales opportunities, including up-selling and cross-selling, is essential.

🏝️ Benefits

• Medical, dental, and vision plans – coverage begins on your first day!

• Life insurance options available for self, spouse, and children.

• Paid time off, including vacation, holidays, and personal/sick days.

• 401(k) plan with a 100% company match (matching program starts on your 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.

• Monthly contribution of up to seventy-five dollars towards cable and internet services.

• Annual community support to various organizations across the U.S.

• Associate recognition and awards programs.

• Opportunities for advancement within the company.

• A collaborative work environment.