Posted in Other 30+ days ago.
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Type: Full Time
Location: San Antonio, Texas
Under general supervision, responsible for gathering leads from the website and/or inbound customer calls, following up on order cancellations, past-pending tasks, and order fall out for customers and any additional follow-up needed before installation. Responsible for the pre and post sale support of simple
orders. This is the junior level position in this job family, with expectations that the Coordinator develops working knowledge of the assigned sales channels and can effectively provide support for orders with low complexity.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Gather and manage leads from the website and/or inbound customer calls.
Place new simple orders and prepare information for billing system entry.
Complete pre-sales activities, such as preparing customer quotes and obtaining required paperwork to complete the sale for non-automated transactions.
Manage the no schedule and past pending sales order queues. Responsible for getting orders scheduled or rescheduled with the customer.
Work with operations and other departments to determine the serviceability of an address and follow defined processes to complete this function.
Ensure timely trafficking of sales calls that may require additional follow-up.
Re-route non-sales calls to appropriate department and note source of misrouting.
Assess and correct simple sales orders to ensure their completion and accurate billing.
Evaluate simple sales to ensure they are operationally sound and customers will be billed correctly for services ordered.
Remain current on changes in the service pricing and sales promotions.
Perform other duties as requested by Supervisor.
Skills/Abilities and Knowledge
Self-motivated with ability to work independently and in group environment
Aptitude to grasp new concepts and strong customer orientation
Ability to effectively address/resolve customer questions and issues
Ability to solve problems while working under pressure
Ability to prioritize and organize effectively, with strong attention to details
Exhibit professional courtesy and patience with both internal and external customers
Ability to read, write and speak the English language to communicate with co-workers and customers in person, on the phone, and in writing in a clear, straight-forward, and professional manner
Proficiency with personal computer and software applications, such as MS Word, Excel, PowerPoint
Basic knowledge of general accounting & billing procedures
Basic knowledge of applicable sales and CRM tools (Salesforce, Siebel), billing systems, and other related software (e.g., Synchronoss, Neustar, GIS, Buyflow, Lerg, Neustar, Drum, and Intrado
High School Diploma or equivalent
Related Work Experience Number of Years
Customer service experience 1-2
Telecommunications experience 1-2
Billing platform experience 1-2
Related Work Experience
Experience with the cable industry
Flexible work schedule may be required