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Lead Sales Support Coordinator
Spectrum
Charlotte, NC, United States
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Lead Sales Support Coordinator – Agent/VAR Team
JOB SUMMARY
Primary function is to support Region Channel Managers, our Agents and their Sub Agents in the field during the pre and post sales cycle as well as post install. We build and maintain relationships with Agent account contacts to facilitate the sales order process and increase opportunity potential. Work in a team environment with other Sales Support Specialists and Channel Support Managers to encourage open communication. Assist Channel Managers in many facets of their jobs to increase sales productivity. This job will also support Enterprise Sales channels.
Under very limited supervision, responsible for providing real-time floor support, answering team questions, following up on past-pending tasks, and order fall out for customers and any additional follow-up needed before installation. Responsible for the pre sale support of complex orders. This is the most senior level position in this job family, with expectations that the Coordinator has in-depth knowledge of the assigned sales channels and can expertly provide support for complex orders in multiple systems and implement separate processes for complex solutions.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Create sales leads and customer records. Ensure accuracy and prevent duplication.
Expertly place new complex orders. Build location records in billing system and prepare information for entry. Verify revenue to ensure accurate commission payouts.
Complete 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. Assess availability of services and create Quick Quote and ROI models for complex solutions. Identify and correct input discrepancies.
Responsible for monitoring call queues and 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.
Partner with training team to train new classes, initiatives and processes.
Work 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.
Ensure timely trafficking of sales calls that may require additional follow-up.
Assess and correct complex orders to ensure their completion and accurate billing; anticipate potential problems and solve accurately.
Evaluate complex sales to ensure they are operationally sound and customers will be billed correctly for services ordered.
Remain current on changes in the service pricing and sales promotions, as well as any regulatory or contractual features specific to the assigned sales channels.
Generate accurate customer agreements.
Identify sites in the design configurations and validate against the Return on Investment models; identify points for improvement.
Access and analyze complex customer service record results to support telephone port order implementation, if applicable.
Investigate and resolve complex customer billing issues.
Interface with sales and RFP team to ensure accurate, on-time submission of RFP responses.
Determine appropriate class of service option (COS) by utilizing the mileage band routing tool.
Perform other duties as requested by Supervisor.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
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, Neustar, 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 softwares for meeting contract retention requirements
Strong ability to understand complex circuit configurations
Education
High School Diploma or equivalent
Related Work Experience Number of Years
Customer service experience 7+
Telecommunications experience 7+
Optical Ethernet and PRI sales and CRM platform experience 7+
Billing platform experience 7+
PREFERRED QUALIFICATIONS
Education
College course work in accounting, business, or related field or equivalent work experience
Related Work Experience
Experience with the cable industry
WORKING CONDITIONS
Office environment
Flexible work schedule may be required