Job Description:
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, position performs account qualification, account trouble shooting, and account maintenance. Ensures customer satisfaction and loyalty by consulting, assisting, and resolving a wide variety of requests, inquiries, and complaints, both verbally and in writing.
Primary Responsibilities/Tasks
- 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.
- Responsible for handling administrative duties for regional Manager & sales representative. Also acts as a back-up to Sales Support Representatives for other regional areas as needed.
- Receives incoming calls in a professional and courteous manner.
- Qualifies new accounts in the customer order management system including provisioning and account order entry.
- Coordinates residential installations, service calls, and maintenance. Maintains current knowledge and uses all appropriate processes and procedures for all Customer Care Representative systems/applications.
- Assist the regional Manager, through on-line systems access Account files to perform commission and charge-back verification.
- Escalates complex technical or account management issues to appropriate party for resolution and follows-up with customer to ensure problem was corrected satisfactorily.
- Refers significant service and account problems to appropriate department and personnel.
- Attends training and maintains current knowledge about features and functions of company products.
- Research customer issues when required and follows-up with the Sales Agent and/or customer until resolution.
- Enters comments on all customer contacts and tracks all customer issues on accounts that are being handled.
- Assists with other tasks as needed or as assigned by the regional Manager or Director to improve the delivery of service to customers.
- Identifies areas for customer care improvement and communicates them to the regional Manager or Director.
- Handles 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) preferred.
- 2+ years 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 opportunity, to include up-sell and cross-selling
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.
Benefits
Sparklight appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:
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
Additional Perks
Tuition reimbursement (up to $5,250 on 1st year)
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
Our Commitment
Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Sparklight, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.
Sparklight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
Pre-hire Processes
Sparklight is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.
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