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Ent Sales Support Coordinator II
Spectrum
Ballwin, MO, United States
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JOB SUMMARY
Under moderate supervision, responsible for gathering leads from the website and/or inbound customer calls, following up on order cancellations, past-pending tasks, and order fall out for customers and any additional follow-up needed before installation. Responsible for the pre and post-sale support of simple and medium complexity orders. This is the journey level position in this job family, with expectations that the Coordinator has solid knowledge and some working experience with the assigned sales channels and can effectively provide support for orders with medium complexity.
MAJOR DUTIES AND RESPONSIBILITIES
• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Gather and manage leads from the website and/or inbound customer calls. Create sales leads and customer records. Capture marketing source and promotional offer information. Ensure accuracy and prevent duplication.
• Place new medium complexity orders and prepare information for billing system entry.
• 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 validate medium complexity Return on Investment (ROI) models. Identify input discrepancies.
• 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.
• Work with operations and other departments to determine the serviceability of an address and follow defined processes to complete this function.
• Ensure timely trafficking of sales calls that may require additional follow-up.
• Re-route non-sales calls to appropriate department and note source of misrouting.
• Assess and correct medium complexity sales orders to ensure their completion and accurate billing.
• Remain current on changes in the service pricing and sales promotions.
• Generate accurate customer agreements.
• Monitor process compliance and work with leadership to ensure consistent implementation of policies and procedures.
• Identify sites in the design configurations and validate against the Return on Investment models.
• Access and analyze customer service record results to support telephone port order implementation, if applicable.
• 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 basic engineering language and design configurations, and strong customer orientation
• Ability to effectively address/resolve customer questions and issues
• Ability to solve problems while working under pressure. Demonstrate judgment, initiative, and sense of urgency to accomplish job responsibilities
• Ability to prioritize and organize effectively, with strong attention to details, while working calmly and effectively in a faced-faced environment with multiple, sometimes 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
• Knowledge of general accounting & billing procedures
• Knowledge of applicable sales and CRM tools (Salesforce, Siebel), billing systems, and other related software (e.g., Synchronoss, Neustar, GIS, Buyflow, Lerg, Neustar, Drum, and Intrado
• Knowledge of SDRP for design submission and project release functions, as well as relevant application softwares for meeting contract retention requirements
EDUCATION
• High School Diploma or equivalent
RELATED WORK EXPERIENCE - 3-4 Years
• Customer service experience
• Telecommunications experience
• Sales and CRM platform experience
• Billing platform experience
PREFERRED QUALIFICATIONS
• Experience with the cable industry
WORKING CONDITIONS
• Office environment
• Flexible work schedule may be required