Please note that this is a remote position, but you must reside in the Hampton Roads market.
Responsible for providing Sales Operations support to customers in the high-volume Digital & Specialty Contact Center (DSCC). The DSCC is a Center of Excellence call center (COE) that ensures accurate and timely order entry, follows-up with customers on incomplete orders, and upsells where appropriate to increase revenue and provide exceptional customer service. This position has sales accountability and performance measures.
Primary Responsibilities and Essential Functions
Supports residential customer sales by accurately and timely processing orders, upselling customers, and ensuring exceptional customer service while maximizing revenue
Contacts, processes, upsells, and completes orders for a variety of business functions, including Cox.com, e-Tail, National Affiliate, Employee Courtesy Services, Affordability Programs, Cox Mobile, and trial initiatives
Accesses and updates customer accounts using a complex automated bill system (ICOMS/ICE) for changes, such as address updates, returned equipment, equipment provisioning, and service order deposits
Works with several secondary applications to complete order transactions
Assists internal customers with account lookups and modifications
Conducts internal and external credit checks
Schedules product installations and contacts customers with installation dates/times
Performs other duties as assigned
Reports to Supervisor of the Digital & Specialty Contact Center
Minimum Requirements
High school diploma or GED
1+ years of experience in call center or sales related field
Exceptional customer service skills
Excellent data entry and telephone skills
Detail-oriented
Ability to demonstrate flexibility & bias for action as work functions and program support change
Ability to demonstrate multi-tasking capabilities
Strong interpersonal and collaborative skills to work effectively with teams throughout organization
Ability to communicate effectively through both written and verbal communication
Preferred
DSCC experience
Cox Communications experience
Telecommunications industry experience
Compensation:
Hourly pay rate is in the range of $15.91 - $23.89/hour. The hourly rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. In addition to the hourly range identified herein, this role is also eligible for an annual incentive/commission target of $7,200.00.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
