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Sales Coordinator - Community Solutions
Spectrum
Mililani, HI, United States
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Full-Time. Located in Mililani Technology Park.
PURPOSE STATEMENT: To support the MDU organization in generating new revenue, retaining existing revenue and revenue opportunities primarily by processing Oceanic Time Warner Cable MDU service requests for new and existing customers and special projects in a manner that meets or exceeds company requirements for quality and timeliness. The Coordinator will be required to be on-site at the Mililani Oceanic Time Warner Cable building. The individual should be a self-starter, organized, and have a strong background in customer service or order management.
REPORTING RELATIONSHIP: Reports directly to the MDU Manager.
MAJOR DUTIES AND RESPONSIBILITIES:
ESSENTIAL FUNCTIONS:
1. MDU Bulk Database Project / Rate Increase Database Project
◦ Test new rate increase database (created by Database Management Team)
◦ Work with MDU Mgr to input and track rate increase by building yearly or as needed
◦ Tracks contracts, upgrades, installations, downgrades, changes and other special request daily
2. Record Retention Project
◦ Synchronize & update CARE/MDU physical and electronic files
◦ Rename existing electronic files with standardized nomenclature
◦ Scan and upload files to database
◦ Label contract end date for 10 year destruction
1. MDU Resident Manager Database Project
◦ Test new database (created by Database Management Team)
◦ Manage and maintain daily changes
◦ Work with MDU Project Manager on various RM reports
2. Action/Disconnect Letter Process
◦ Query and create mailing labels
◦ Subscriber Portfolio / Media Code Requests to Marketing and CARE
◦ Print letters, stuff envelopes and mail out
1. Daily Customer Support
◦ Follow up on billing questions from BILLING Department by identifying responsible AE
1. Other MDU support:
◦ Digital Conversion Initiative (DCI) QAM Digital Insertion/CCTV Project
# Research using database and queries
# Report generation from findings
# Communicate between Field if QAM already installed
# Assist MDU Project Manager (PM) with ROEs or Amendments/Addenda with termination liability
◦ AE Weekly Report
# Gather property gain/loss
# Update MDU database
◦ Maintain DS / FSR spreadsheet (new)
◦ Scanning, uploading and filing of executed contracts
◦ Assist AEs with Board Meeting presentations and packets
◦ Cross train for administrative backup
◦ Assist with administrative support for special projects
◦ Order entry in AS400 for special projects (i.e. upgrading to bulk needing a box)
◦ Update various form templates as needed
◦ Assist MDU PM with gratis account database
◦ Assist with other special projects and events
2. Perform other duties as assigned.
HUMAN RELATIONS:Maintains good working relations with other departments within Oceanic Time Warner Cable (Engineering, Construction, Customer Service, Technical Support, Wireless, etc.) to assist with customer issues. Must be articulate and able to work efficiently in a demanding, fast-paced office environment. Time management is extremely important; able to organize and manage day-to-day schedule efficiently and to get the job done; positive, proactive nature; multitasking ability is a must.
QUALIFICATIONS:
EDUCATION/EXPERIENCE: High school diploma or equivalent (GED) is required. Bachelor’s degree, preferably in business, marketing, or communications or 4 years customer care, project management or technical support experience within the equivalent telecommunications industry experience in Internet or voice services sales and support is highly desired but not mandatory. Must possess excellent interpersonal, written and verbal communication skills, and organization skills. Stable employment history.
SPECIAL SKILLS, KNOWLEDGES AND ABILITIES: Proficient in using personal computer and industry standard software programs, to include recent Microsoft Windows versions, Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio, Access). Awareness and experience in the AS400 (HBS) billing system beneficial. Must have knowledge of various office equipment and be comfortable working in web-based applications. Ability to learn new systems and software programs quickly and apply training concepts to real-world situations a must. Strong clerical and typing skills mandatory. Ability to handle various tasks simultaneously, organize priorities and work efficiently and effectively under tight deadlines. Must possess skills necessary for decision making and retention. Able to consistently handle high volume of orders while providing excellent customer service. Must be a good team player and have knowledge of process improvement. Maintain absolute confidentiality of all customer records, transactions and communications related to their account or activities performed by the company in the normal course of supporting and servicing their account. Must have knowledge of office policies and procedures. Regular attendance is required. May be asked to drive to events or do errands in personal car.
WORKING CONDITIONS:
MATERIALS AND EQUIPMENT USED: Computer, telephone (desk and soft phones), ten key, fax machines, laser printers, desktop printers, scanners, projection devices, folding machine and copier machines.
HOURS OF WORK: Typical hours are 8:00 am to 5:00 pm weekdays. Individuals may be asked to occasionally work weekend and evening hours for special projects or events.
PHYSICAL REQUIREMENTS: Walking, standing, sitting, stooping, reaching, pushing, pulling speaking on the phone, lifting and carrying 25 pounds or more of materials. May sit for long periods of time. Inside and occasional outside work throughout the year. Typing and reading on the computer. Communicates in-person, by telephone, and by written correspondence.
Hours: Monday - Friday, 8:00am - 5:00pm. Additional coverage as needed.