Comcast Business Sales Support Coordinator
Support Sales and maximize completion rates from Sale to Connect thereby increasing customer satisfaction and revenue for Comcast Business Class.
Accomplish this objective via:
-Fast, Agile, & Responsive culture and attitude
-Effective partnership with Sales, Regions, Central Service Delivery, fellow SSTs, and Leadership
-Awareness and performance toward key business-driving metrics
-Complete reporting & analysis to manage sale to connect process
-Partner with service delivery teams to escalate activities falling outside service level agreement guidelines
-Manage tasks within a ticketing system for Sales Representative escalation items
-Quality assurance review of sales orders
-Act as central point of contact between Sales Representatives and service delivery teams
-Act as a knowledge center (SMEs) on order fulfillment process
-Regional processes and procedures
-Identify tips and tricks to make Sales Representatives more effective
-Identify trends and gaps in fulfillment process
-Identify streamlining opportunities
-Customer contact on behalf of Sales Representative as deemed necessary
-Serves as subject matter experts in sales order preparation to support the vision of delivering quality customer service. Works with external customers to provide the best customer experience from call to install.
-Coaches and mentors sales representatives on techniques for submitting quality and successful orders.
-Creates and updates support process documentation for use as a sales center reference.
-Other duties and responsibilities as assigned
-Regular, consistent and punctual attendance. Must be able to work variable schedule(s) as necessary. Center hours are 7am-7pm MT.
-Ensure contracts meet all submission criteria and compliance requirements and approve or reject contracts as appropriate.
-Review contract and validate services with customer to ensure accuracy.
-Serve as primary interface with identified customer IT/technical personnel/vendor/VAR.
-Navigates through multiple systems to build, track, and monitor orders. Interface with various levels of sales, operations, engineering, and other functional groups to ensure order flows appropriately.
-Meet scorecard productivity/quality metrics.
-Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
-Other duties and responsibilities as assigned.
-High School or Equivalent
-Generally requires 0-2 years related experience
-Sales Support Experience preferred
-Associates or Bachelor's degree preferred
-1+ year customer service experience highly preferred
-2+ years of Order validation highly preferred
-Ability to communicate effectively with internal and external client groups to accomplish tasks in an efficient and professional manner
-Effective/efficient written and oral communication skills will be needed
-Experience with CSG and/or SalesForce a plus
-Experience working in a high-volume, fast-paced environment
-Track record of illustrating the ability to learn new systems and adapt to change
-Must be able to work variable schedule(s) as necessary. Center hours are 7am-7pm MT.
Comcast is an EOE/Veterans/Disabled/LGBT employer