MDU Sales Support Specialist

Description

The Sales Support Specialist works all levels of the Sales support process including order entry, customer education, order rescheduling and escalations for residential customers.

Through the use of online systems, position performs account qualification, account trouble shooting, and account maintenance.

Ensures customer satisfaction and loyalty by consulting, assisting, and resolving a wide variety of requests, inquiries, and complaints, both verbally and in writing.

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.

Key Responsibilities :

Assist the MDU Sales Representatives order entry and scheduling of all field sales.

Assist the MDU Sales Representatives with customer education, customer care issues-billing, trouble calls, non-pays, transferring of services when needed.

Responsible for handling administrative duties for Sales Manager. 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.

Key Responsibilities :

Prefer experience using Singleview

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 interpersonal skills

Strong people and relationship management skills

Strong data entry skills (typing)

Strong problem solving and analytical skills with the ability to take ownership and initiative to handle commercial customer calls

Troubleshooting skills in data, telephony or video services (data or telephony preferred)

Ability to prioritize and perform multiple tasks

Computer skills including Windows based applications (Word, Excel, Outlook) required

Technical understanding of the Internet, search engines, and modems

Ability to work flexible hours.

Ability to identify sales opportunity, to include up-sell and cross-selling

Core Competencies

Committed : Values each and every customer, while working hard to keep their business and support our communities.

Helpful : Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.

Proactive : Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.

Personal : Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as :

Medical, dental, and vision plans start when you start!

Life insurance (self, spouse, children)

Paid time off (vacation, holiday, and personal / sick days)

401(k) - 100% company match (match program starts first day of service, up to 5% of eligible compensation)

Group Legal plan with Identity Theft Protection

Additional Perks

Tuition reimbursement (up to $5,250 on 1st year)

Free Cable One services for associates who live in a serviceable area

Annual community support to various organizations across the U.S.

Associate recognition & awards programs

Advancement opportunities

Collaborative work environment

We’re an Award-Winning Organization!

Forbes’ America’s Best Midsized Employers 2021-2023