Sales Support/Upsell Rep - COE - CCI

Cox Communications • Chesapeake, VA

2d • Hybrid

About The Position

Responsible for providing Sales Operations support to customers in the high-volume Digital & Specialty Contact Center (DSCC). The DSCC is a Center of Excellence call center (COE) that ensures accurate and timely order entry, follows-up with customers on incomplete orders, and upsells where appropriate to increase revenue and provide exceptional customer service. This position has sales accountability and performance measures.

Requirements

• High school diploma or GED
• 1+ years of experience in call center or sales related field
• Exceptional customer service skills
• Excellent data entry and telephone skills
• Detail-oriented
• Ability to demonstrate flexibility & bias for action as work functions and program support change
• Ability to demonstrate multi-tasking capabilities
• Strong interpersonal and collaborative skills to work effectively with teams throughout organization
• Ability to communicate effectively through both written and verbal communication
• Must reside in the Hampton Roads market

Nice To Haves

• DSCC experience
• Cox Communications experience
• Telecommunications industry experience

Responsibilities

• Supports residential customer sales by accurately and timely processing orders, upselling customers, and ensuring exceptional customer service while maximizing revenue
• Contacts, processes, upsells, and completes orders for a variety of business functions, including Cox.com, e-Tail, National Affiliate, Employee Courtesy Services, Affordability Programs, Cox Mobile, and trial initiatives
• Accesses and updates customer accounts using a complex automated bill system (ICOMS/ICE) for changes, such as address updates, returned equipment, equipment provisioning, and service order deposits
• Works with several secondary applications to complete order transactions
• Assists internal customers with account lookups and modifications
• Conducts internal and external credit checks
• Schedules product installations and contacts customers with installation dates/times
• Performs other duties as assigned

Benefits

• minimum of sixteen hours of paid time off every month
• seven paid holidays throughout the calendar year
• additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave
• health care insurance (medical, dental, vision)
• retirement planning (401(k))
• paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED