Sales Support Specialist

Job Description:

At Sparklight and our Cable One family of brands, we keep our customers and associates connected to what matters most.

For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.



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*This is a mid-shift position and will likely require weekend availability

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What you will do to contribute to the company's success


* 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.

Qualifications


* 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 i...