Sales Support Specialist II
- Sales & Administrative Support
- Provide administrative assistance for sales, including outlet/activation fees and account adjustments.
- Process paid sales orders accurately: review order information, create accounts in ACSR , and schedule new orders.
- Manage paid sales order tickets to ensure timely completion.
- Enter sales information into sales management systems with accuracy and integrity.
- Create and submit sales logs and reports on a timely basis.
- Maintain and update sales and client records.
- Order Management
- Manage bulk account entries, enter new addresses in ACSR , and manage Special Request Orders (SROs).
- Address service order quality issues through to resolution.
- Oversee the order cancellation process , ensuring proper documentation and feedback to associates/managers.
- Assist with order fulfillment and troubleshoot client/internal issues as needed.
- Customer Engagement
- Proactively contact customers to renegotiate installation due dates or resolve scheduling conflicts.
- Maintain professional and empathetic communication to ensure customer satisfaction and operational efficiency.
- Take inbound sales calls as needed.
- SME on all day-to-day activities: assist with troubleshooting orders and promo support, order validation
- Contingency & Mitigation Planning
- Actively participate in the Contingency/Mitigation Plan by handling customer calls during high call volume periods.
- Collaborate with the Help Desk Leadership and Workforce Management to balance resource allocation.
- Document and report on call handling during contingency activations to drive process improvement.
- Marketing, Proposals & RFP Support
- Assist with marketing projects and events.
- Support proposal creation and contract processing.
- Assist with RFP/RFI responses as required.
- Ticket Management
- Support associate requests via Tickets or Calls and resolve inquiries in a timely manner.
- Tracking, Reporting & Continuous Improvement
- Track and document completed tasks, customer interactions, and resolution efforts.
- Provide data insights and feedback on trends and process gaps.
- Support implementation of continuous process improvement initiatives.
- Other
- Perform other duties as assigned.
- High school diploma or equivalent required.
- 2-3 years of prior experience in sales support, helpdesk, or customer service preferred.
- Proficiency with Microsoft Office (Excel, Word, PowerPoint, Access).
- Strong attention to detail and accuracy in data entry and reporting.
- Excellent communication skills, with the ability to maintain professionalism and empathy.
- Ability to manage multiple priorities and adapt to shifting demands.
- Demonstrated problem-solving skills and resilience in high-volume or changing environments.
- Required to sit, use hands, talk, and hear.
- May be required to lift up to ten pounds.
- Must be able to use close and color vision and adjust focus.
- Committed: Values each 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.
- 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 starts day 1 of employment (up to 5% of eligible compensation)
- Group Legal plan with Identity Theft Protection
- Tuition reimbursement (up to $5,250 on 1st year)
- Annual community support to various organizations across the U.S.
- Associate recognition & awards programs
- Advancement opportunities
- Collaborative work environment
- FREE Cable One services for associates who live in a serviceable area
- Up to $75/mo. Stipend
- Remote Access to select premium channels (Cable One, Sparklight, Cable America and ValueNet Fiber Only)
- Vehicle provided for daily work purposes, if residing within reasonable radius from office location
- Forbes' "America's Best Midsized Employers" 2021-2023
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