Sales Support Represnetative - Tyler, TX
Posted on Jun 14, 2019 by Altice USA
Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands.
From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country -- to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between.
Under direct supervision the Suddenlink Sales Support Representative provides support to all aspects of the sales process. Through the use of online systems, position performs account qualification, account trouble shooting, and account maintenance for outside sales representatives to resolve all issues.
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
Coordinates installations, service calls, and maintenance by acting as the liaison with Construction, Engineering, and Operations
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
High School diploma or equivalent required
Proficiency with Windows-based computer
Proficiency with company billing system
Proficiency with system-related tools
Ability to prioritize and organize effectively
Ability to work independently and with others
Strong verbal and written communication skills
Strong people and relationship management skills
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 Microsoft Office and Windows based applications required. SalesForce experience a plus.
Ability to work flexible hours and/or on‑call
Experience with order entry, trouble ticketing or inquiry/CRM application
Ability to identify sales opportunity, to include up-sell and cross-selling
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.