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About the Role

The Senior Sales Support Specialist serves as the subject matter expert for sales support operations, leading escalations, improving processes, and ensuring the accuracy and efficiency of order management, sales tools, and new product launches.

Responsibilities

• Serve as subject matter expert and a point of escalation for Support team agents.
• Manage special projects & campaigns assigned by management.
• Manage adding new build addresses into billing software.
• Track and develop reports detailing escalations that impact service levels and call volume.
• Determine real-time address serviceability and follow business processes, including building new addresses into billing software.
• Maintain and administer actions in order entry databases, ensuring functionality for order entry.
• Respond to customer escalations, prior to service installation, meeting customer’s needs, while remaining within departmental guidelines.
• Perform beta testing on new sales tools and system enhancements.
• Responsible for pre and post testing of product rules for all new sales offer launches.
• Provide new build support by updating customers and sales reps throughout the survey and construction process.

Requirements

• Previous sales and customer service required.
• Ability to perform intermediate level of excel reporting.
• Demonstrated coaching and leadership skills.
• Experience in a fast-paced call center environment required.
• Requires excellent verbal and written communication skills.
• Excellent customer service skills.
• Ability to multi-task required.
• Ability to solve problems independently.
• Schedules may include days, nights and weekends.
• Applicants must be authorized to work for ANY employer in the U.S.
• We do not provide visa sponsorship for employment.

Education Level

• High school diploma or equivalent.
• Some college preferred.

Salary/Compensations

• $52,547.00 - $86,327.00 /year

About the Company

• Optimum is a leader in the fast-paced world of connectivity.
• Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.
• At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen.
• Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them.
• It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stops.

Equal Opportunity

• We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
• The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
• Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.