Sales Support Administrator

JOB TITLE: Sales Support Administrator
DIVISION: Commercial Business Unit
DEPARTMENT: Sales

JOB SUMMARY:

The Sales Support Administrator supports the Telesystem sales team in the processing of orders for new and existing customers. The Sales Support Administrator will be responsible for all data entry into systems with regards to customer information, quotes, and orders. The Sales Support Administrator will work to retain customers and mitigate churn by handling accounts sub $1,000.

This position reports to the Supervisor, Sales Support.

This position regularly supports: Sales Team and External Agents

ESSENTIAL JOB FUNCTIONS:
The Sales Support Administrator is accountable for the following items for Telesystem:

• Increasing the business locations owned and profits of Telesystem through the incremental sales of Telesystem products and services;
• Respond to customer inquiries via phone and/or email to account related questions to ensure timely responses and positive customer experiences;
• Responsible for all correspondence on tickets coming into the account management ticket queue, this includes but is not limited to pricing questions, feature/product related questions, billing questions and customer add requests with customers;
• Responsible for the maintenance, renewal and growth of existing customers that bill less than $1,000 with building relationships with Telesystem Customers;
• Handle customer escalations to provide a positive customer experience resolution;
• Mitigate churn and write downs on customer accounts by presenting retention solutions to customers;
• Effectively communicate any customer feedback or additional requests with management team to ensure customer retention or customer needs are being met;
• Conduct bills reviews on accounts as needed;
• Create amendments needed for incremental adds/disconnects on customer accounts;
• Process sales orders and related forms upon receipt in a timely fashion to deliver service and increase the time to revenue for services requested.
• Review documents submitted for accuracy and consistency with contract terms prior to processing sales order. (Quotes, Contracts, etc.)
• Updating opportunities in CRM databases.
• Creating and auditing reports for commission payouts and quarterly board reports;
• Track all sales orders through the process to ensure that no orders are missed, timely processing and to facilitate generation of metrics.
• Maintain accurate recording keeping by entering all executed documents into Rev.io.
• Process orders of price increases/decreases for renewal customers by entering orders into Rev.io billing system and Masterstream for booking purposes;
• Promoting the benefits of Telesystem products and services to existing customers.
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times.
• Performing any miscellaneous department duties as needed.

JOB REQUIREMENTS
Education and Experience

• High School Diploma or equivalent – required
• Proficiency in Microsoft Office: Excel, Word, PowerPoint, Outlook, – required
• Exceptional interpersonal and external communications both orally and written – required.
• Minimum 1 year experience with managing escalated customer requests – required.
• Experience with team lead or supervisor role – strongly preferred.
• Minimum 1 year experience with sales reporting – preferred.
• Minimum 1 year experience with CRM software – preferred
• Experience in the telecom industry – preferred

Core Competencies

• Agile – Embraces change; adaptable and flexible; sense of urgency;
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.

Job Specific Competencies

• Deliver Results – Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
• Displays Leadership – Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen

Other Requirements

• Background record that meets Company standards;
• Reliable means of transportation at all times;
• Present professional appearance and demeanor;
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.
• Valid driver’s license and driving record that meets company standards at all times

PHYSICAL DEMANDS
Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 25 lbs. is occasionally needed.

WORKING CONDITIONS

• The Sales Support Administrator is a Grade N8, full time, non-exempt position. The regular work hours are 40 a week. These hours may vary to accommodate the needs of the department.
• Overtime is required and must be approved in advance by the supervisor.
• The Sales Support Administrator works in an automated business office environment with business office equipment including telephones, personal computers, copy machines, and FAX equipment.
• The Sales Support Administrator is required to drive on the job as needed and is subject to regular MVR checks. He/she must maintain a valid driver’s license and maintain a driving record the meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to his/her supervisor.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.

Job Type: Full-time

Pay: $18.50 – $19.50 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Customer support: 1 year (Required)
• Microsoft Excel: 1 year (Required)
• Customer service: 1 year (Required)

Work Location: Remote