Sales Operations Support Specialist

Job Summary

Provide administrative support to MDU Account Executives and management staff for pre- and post-sales processes. Responsible for timely completion and tracking of client billing, service and sales case assigned via Sales Force. Managing various reports/databases to track sales activity and existing agreements/accounts.  Work closely with various departments to process marketing, new bulk, bulk conversions, and de-bulking projects. Responsible for gathering information from various operational departments to track construction and activation progress for new buildings signed.  Manage project or escalation matters building owners/managers. Support MDU initiatives and special projects as assigned 

• Processing assigned Sales Force cases 
• Maintain accurate and updated data in Sales Force portal and all reports   
• Key company contact for certain VIP MDU clients 
• Overall administrative support for Optimum East & West MDU team 
• Take active role in special projects such as roll out of new products/services effecting MDU subscriber base 
• Utilize Sales Force database to process & track project design for New Bulk Accounts, Renewal, Phase-In project or De-Bulks.  
• Liaison between MDU Dept. and other departments in coordinating installations and projects 
• Active role in MDU Support for all other groups outside of the MDU Team.  
• 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 
• 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 

Responsibilities

• Serve as first level triage to troubleshoot technical operations request from Sales entities.
• Provide onboarding and continuous support to sales agents, ensuring access to required sales applications and tools.
• Manage user access for sales operations systems, maintaining compliance requirements.
• Report, analyze and track all call traffic and application issues to internal Call Center Management team.
• Manage Virtual Call Center opening and closing process based on business operation hours.
• Create and distribute business critical reports to internal customers.
• Monitor and ensure peak performance of billing systems.
• Business administrator for internal systems - create new users, maintenance, manage campaign lists, monitoring error logs, system security, routine and disaster recovery procedures, along with other task to ensure system efficiency.
• Perform quarterly audit on business related systems to ensure compliance standards are met.
• Audit email queue daily and report findings for compliancy and improvement opportunities to the supervisor to assist in creating improvement plan.

Qualifications

• High school diploma or equivalent required.
• Previous call center experience is a plus.
• Proficient in developing reports, experience in analytical reporting associated with call flow application software a plus.
• Ability to troubleshoot and resolve technical problems.
• Proficient knowledge of billing and/or order processing.
• Proficient PC Skills including Microsoft office suite and google docs
• Knowledge of Remote Access Applications preferred
• Knowledge of Cardholder Domain Environment and Payment Card Industry compliancy preferred
• Understanding of Knowledge Data Base applications preferred
• Multi-tasking ability to record data, follow up, accurately document outage timeline, notification to call center appropriate personnel, follow internal escalation process and ensure pertinent information is entered in customer ticket