Sales Support Specialist

CITY/STATE: Lafayette /Lake Charles, LA 70601 TYPE: Full Time, Employee CATEGORY: Sales/Retail/Business Development REFERENCE CODE: 7083.1072 Fast paced, innovative, energizing. These are a few words to describe the exciting work environment Cox Communications creates in the many communities we serve. Beyond focusing on customers and communities, we are committed to treating our employees with integrity, dignity, and respect. In return, we expect our folks to be team players while making individual contributions, to continue learning and developing, and to try innovative ways of doing business. At Cox Communications, diversity is a critical part of our culture, values and business operations. This diversity of people, products and partners naturally stimulates a diversity of perspectives, which helps create an enviable company culture and enhance the growth and vitality of all Cox stakeholders. We invite you to explore what we have to offer. Sales Support Specialist Lafayette /Lake Charles, LA 70601 Description:Provides operational and support services to the entire sales organization -Enters pre and post-sales information -Fulfills orders from Internet inquiries, transferring customers, outside sales force and/or leasing agents-Manages all orders from initial sale through installation and billing-Interfaces with all areas of the installation process to ensure orders are completed by the delivery date-Reports service delivery statistics -Educates customers on Cox products & services-Sells services to inbound-calling customers-Meets or exceeds critical monthly performance standards-Uses complex computer system to access & update customer accounts-May assist with overflow call-handling duties for inbound retention, sales, etc.-Prepare sales presentations, proposals, and media kits.-Pull qualitative research and assist in building and exporting advertising schedules.-Complete change orders, promotions/taggables paperwork and traffic instructions.-Draft routine client correspondence.-Verify accuracy of order confirmations.-Provides back-up floor coverage -Provides assistance conducting refresher training with existing Reps-Coordinates Courtesy Accounts for employees, property managers, VIPs, government officials and/or reciprocal agreements with other MSOs.-Completes special operational and client projects as assigned-Processes batch cover sheets, complete periodic DA/DL (directory assistance/long distance) mismatch reports and back in bulk report-Prepares and maintain service level spreadsheets and performance reports-Creates monthly outbound calendar used to coordinate coverage for all SOST offline activity or Friends & Family and Pending Pool for customer deposits, third party verification (TPV).-Processes & post payments in the billing system for Wholesale and Service Provider customers-Pre-screens all carrier access billing forms received from field billing coordinators-Processes carrier access billing forms for all markets-Supports dispute management efforts pertaining to customers-Primary point of contact for customers in the absence of the sales force-Assists in pre-sale planning activities-Assists in post-sale expediting and follow-up activities-Acts as liaison and coordinator with other reported BU departments, outside vendors, and external customers-Coordinates and tracks product/service installation process-Initiates new service order requests-Works in a busy call center department that provides Inbound/Outbound support to Cox Sales Channels-Works directly with internal Cox partners (Direct Sales, Community Sales, Field Services, Retail) to ensure their support needs are met-Interfaces with field provisioning engineers to confirm delivery interval feasibility for off-net orders-Coordinates sales project activities with sales force-Works closely with local billing coordinators to ensure, sold, installed and billed revenues are accurate-Provides order activity updates to Sales Support Manager / or Supervisor40-Coaches and develops Support Reps in all areas of performance including data entry accuracy, productivity, phone, schedule adherence and attendance41-Provides back-up support to Team Leader during weekend and evening hours, by monitoring workflow, staffing, reporting, and schedule adherence42-Handles customer escalations, answer Rep questions and resolve/address/make decisions regarding process & system issues-Coordinates and processes off-line orders -Takes part in training new hires as well as provide ongoing training to existing Reps on skill building and performance-Support and lead ad hoc projects generated by Cox Sales Channels-Act as back up phone support during periods of high call volumeQualifications:Typical Training / Experience - HS diploma, GED or relevant work experience; Specialized skill training/certification may be required; 2-5 years of experience in area of responsibility requiredDept/Org Scope & Impact - Fully functioning support role having greater responsibility to perform all (or most) most of the standard work within the function; moderate impact to the departmentProblem Complexity - Effectively identifies problems as they occur and takes appropriate steps to solve them in situations where the problem is not difficult or complex; Refers complex, unusual problems to supervisor/managerAutonomy - Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, techniques; Work typically involves regular review of output by a senior coworker or supervisor/managerKnowledge - Demonstrates basic knowledge of a technical or specialty area; Readily learns and applies new information/concept in area of practiceCox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.Salary/Benefits: > $25,000Job Location: LAFAYETTE, LAJob Number: 28627Company URL: http://www.cox.com/CoxCareer/Company Profile:As the third largest cable provider in the nation, Cox Communications, Inc. is noted for its high-capacity, reliable broadband delivery network as well as the company's ability to provide superior customer service. For Cox, it's not about being the biggest; it's about being the best.