Sales Support Representative
About The Position
WOW! is hiring a Sales Support Representative to help customers get connected by maintaining accurate sales orders, resolving order issues, and supporting sales teams. The role investigates order delays, answers questions, and works across departments to move orders from submission through completion in a fast-paced environment. The representative researches and resolves pending, held, canceled, and fallout orders, including installation barriers and service-availability questions. The position also updates customer account information in billing systems, supports inbound, outbound, online, and eCommerce sales channels, and responds to sales-team questions about order entry, products, promotions, and procedures. The role collaborates with Field Operations, Dispatch, IT, Marketing, Training, and other teams. It documents, prioritizes, and tracks requests and escalations in CRM, ticketing, and case-management systems; manages assigned requests through resolution or handoff; provides updates in line with service-level expectations; and identifies recurring issues and process gaps for Sales leadership. Other duties may be assigned.
Requirements
- Two to four years of customer service experience preferred, ideally in sales support or a call center.
- Strong problem-solving skills; experience resolving complex order-processing, serviceability, or operational issues is preferred.
- Clear verbal and written communication, active listening, and the ability to explain technical information in everyday language.
- Strong attention to detail when entering data, documenting cases, and communicating with customers and colleagues.
- Ability to prioritize multiple requests, follow through on outstanding issues, and adapt in a fast-paced environment.
- Comfort reading and applying product information, training materials, and company policies.
- Basic math skills, including working with whole numbers, fractions, and decimals.
- Proficiency with Microsoft Office and the ability to navigate multiple applications while researching and resolving requests.
- Experience with CRM, order-management, billing, or case-management systems.
Nice To Haves
- Two to four years of customer service experience, ideally in sales support or a call center.
- Experience resolving complex order-processing, serviceability, or operational issues.
- Experience with ICOMS, USHA, or Salesforce.
- ServiceNow experience.
Responsibilities
- Research and resolve pending, held, canceled, and fallout orders, including installation barriers and customer-address service-availability questions.
- Enter and update customer account information in billing systems to support accurate and timely order processing.
- Support inbound, outbound, online, and eCommerce sales channels.
- Answer sales-team questions about order entry, products, promotions, and sales-system procedures.
- Partner with Field Operations, Dispatch, IT, Marketing, Training, and other teams to resolve sales-related issues.
- Stay current on product, system, and process changes and help frontline teams apply updates.
- Document, prioritize, and track support requests and escalations in CRM, ticketing, and case-management systems.
- Manage assigned requests through resolution or appropriate handoff, provide timely updates, and meet established service-level expectations.
- Identify recurring system issues, order errors, and process gaps and share improvement opportunities with Sales leadership.
- Perform other duties as assigned.
Benefits
- Medical, dental, vision, and life insurance
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options
- 401(k) with company match
- Paid time off and company holidays
- Tuition reimbursement for continued development
- Employee broadband discounts
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
