This job has expired, please see additional jobs below
Lead Sales Support Coordinator
Spectrum
Ballwin, MO, United States
Job Details - this job has expired, please see similar jobs below
Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 90,000 employees.
SPECTRUM ENTERPRISE OVERVIEW:
Superior, reliable, consistent services that deliver value – that’s our focus. Over the years, Charter has invested billions of dollars in infrastructure improvements, unleashing the power of an advanced, two-way, fully interactive fiber network. By moving to this all-digital network, today’s Charter customers enjoy the most HD TV channels, more On Demand choices and the fastest internet speeds.
Spectrum Enterprise Solutionsbuilds business-to-business solutions with a people-to-people focus, providing the bandwidth and support customers need to accelerate business. Charter’s largest customers enjoy enterprise-grade voice, video, data, network, cloud and managed services via a flexible and secure fiber-based network.
POSITION OVERVIEW:
The Lead Sales Support Coordinator, under limited supervision, is responsible for supporting Sales Support Specialists in their daily activities. Serves as the team subject matter expert with Salesforce.com data entry, policy, process, products, pricing, and tools. Provide floor support, assist supervisor with report and dashboard management. Assist with escalations, initiate resolution steps. Responsible for completing special projects in support of company initiatives.
RESPONSIBILITIES:
• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Provides on-job training to Sales Support team(s). Responsible for conducting monthly training sessions to assist supervisor in developing team skills and enhancing process execution.
• Expertly place new complex orders. Build location records in Salesforce.com and prepare information for entry.
• Completes pre-sales activities, such as preparing customer quotes and obtaining required paperwork to complete the sale for non-automated transactions. Submit requests for construction estimates; evaluate results.
• Responsible for monitoring dashboards and reports to take appropriate actions to advance the order process. Escalate delays to appropriate stakeholders. Manage "failed install" escalations by confirming serviceability status, submitting surveys, and providing order status updates.
• Works with operations and other departments to determine the serviceability of an address and follow defined processes to complete this function.
• Utilize the mileage band routing tool to calculate the miles between root locations.
• Ensures timely trafficking of sales calls that may require additional follow-up.
• Re-routes non-sales calls to appropriate department and note source of misrouting.
• Accesses and correct complex orders to ensure their completion and accurate billing; anticipate potential problems and solve accurately.
• Evaluates complex sales to ensure they are operationally sound and customers will be billed correctly for services ordered.
• Remains current on changes in the service pricing and sales promotions, as well as any regulatory or contractual features specific to the assigned sales channels.
• Generates accurate customer agreement, when necessary
• Identifies sites in the design configurations and validate against the Return on Investment models; identify points for improvement.
• Accesses and analyzes complex customer service record results to support telephone port order implementation, if applicable.
• Interfaces with sales and RFP team to ensure accurate, on-time submission of RFP responses.
• Determines appropriate class of service option (COS) by utilizing the mileage band routing tool.
• Performs other duties as requested by Supervisor.
REQUIREMENTS:
• Seven or more years’ experience in telecommunications and cable industry.
• Seven or more years’ experience in of customer service.
• Seven or more years’ experience in Optical Ethernet and PRI sales.
• Seven or more years of CRM and billing platform experience.
• Self-motivated with ability to work independently and in group environment.
• Aptitude to grasp new concepts, including engineering language and design configurations, and drive continuous operational improvements.
• Strong customer orientation with expert ability to effectively resolve customer questions and issues.
• Ability to solve problems while working under pressure.
• Demonstrate independent judgment, initiative, and sense of urgency to accomplish job responsibilities.
• Strong ability to simultaneously support multiple projects, while working calmly and effectively in a faced-faced environment with multiple, often shifting, priorities.
• Exhibit professional courtesy and patience with both internal and external customers.
• Ability to read, write and speak the English language to communicate with co-workers and customers in person, on the phone, and in writing in a clear, straight-forward, and professional manner.
• Proficiency with personal computer and software applications, such as MS Word, Excel, PowerPoint.
• Expert knowledge of general accounting & billing procedures.
• Expert knowledge of applicable sales and CRM tools (Salesforce, Siebel), billing systems, and other related software (e.g., Synchronoss, Neustar, GIS, Buyflow, Lerg, Drum, Intrado, community and portal applications, fiber mileage routing tool, SDRP, and OnBase.
• Advanced knowledge of SDRP for design submission and project release functions, as well as relevant application software for meeting contract retention requirements.
• Strong ability to understand complex circuit configurations.
EDUCATION:
Bachelor’s degree or equivalent training, education and experience preferred. High School Diploma or equivalent required.