Sales Operations Support Specialist

Optimum•Lubbock, TX

21h

About The Position

Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We are Optimum!Job SummaryProvide administrative support to MDU Account Executives and management staff for pre- and post-sales processes. Responsible for timely completion and tracking of client billing, service and sales case assigned via Sales Force. Managing various reports/databases to track sales activity and existing agreements/accounts.  Work closely with various departments to process marketing, new bulk, bulk conversions, and de-bulking projects. Responsible for gathering information from various operational departments to track construction and activation progress for new buildings signed.  Manage project or escalation matters building owners/managers. Support MDU initiatives and special projects as assigned   Processing assigned Sales Force cases Maintain accurate and updated data in Sales Force portal and all reports   Key company contact for certain VIP MDU clients Overall administrative support for Optimum East & West MDU team Take active role in special projects such as roll out of new products/services effecting MDU subscriber base Utilize Sales Force database to process & track project design for New Bulk Accounts, Renewal, Phase-In project or De-Bulks.  Liaison between MDU Dept. and other departments in coordinating installations and projects Active role in MDU Support for all other groups outside of the MDU Team.  Provides quality internal and external customer service surrounding the Company values Receives incoming calls in a professional and courteous manner Qualifies new accounts in a customer order management system including provisioning and account order entry Minimize product churn by quickly resolving customer problems or issues Refers significant service and account problems to appropriate organizations and personnel Escalates complex technical or account management issues to appropriate party for resolution and follows-up with customer to ensure problem was corrected satisfactorily Researches customer issues when required and follows-up with the customer until resolution Establishes customer accounts using the applicable billing system Explains bills and Company policies and procedures concerning prices, billing and service Troubleshoots account problems with the customer and takes corrective action as appropriate Accesses customer databases or other electronic files and/or paper reference material to locate customer records and research account history

Requirements

High school diploma or equivalent required.
Previous call center experience is a plus.
Proficient in developing reports, experience in analytical reporting associated with call flow application software a plus.
Ability to troubleshoot and resolve technical problems.
Proficient knowledge of billing and/or order processing.
Proficient PC Skills including Microsoft office suite and google docs
Knowledge of Remote Access Applications preferred
Knowledge of Cardholder Domain Environment and Payment Card Industry compliancy preferred
Understanding of Knowledge Data Base applications preferred
Multi-tasking ability to record data, follow up, accurately document outage timeline, notification to call center appropriate personnel, follow internal escalation process and ensure pertinent information is entered in customer ticket

Responsibilities

Serve as first level triage to troubleshoot technical operations request from Sales entities.
Provide onboarding and continuous support to sales agents, ensuring access to required sales applications and tools.
Manage user access for sales operations systems, maintaining compliance requirements.
Report, analyze and track all call traffic and application issues to internal Call Center Management team.
Manage Virtual Call Center opening and closing process based on business operation hours.
Create and distribute business critical reports to internal customers.
Monitor and ensure peak performance of billing systems.
Business administrator for internal systems - create new users, maintenance, manage campaign lists, monitoring error logs, system security, routine and disaster recovery procedures, along with other task to ensure system efficiency.
Perform quarterly audit on business related systems to ensure compliance standards are met.
Audit email queue daily and report findings for compliancy and improvement opportunities to the supervisor to assist in creating improvement plan.