Remote Inside Sales & Customer Support Associate

Fireflyva; Virginia; On-site; USD 48,000 - 64,000; Full time

Job summary

Fireflyva is seeking an Inside Sales Support Associate to connect customers with our business services team, handling inquiries through installation and ongoing support. The role emphasizes organization, problem solving, and customer-centric service across multiple channels.

The ideal candidate will be detail-oriented, experienced in customer service, and capable of coordinating with Sales, Technical Operations, and CRM systems.

Qualifications

• Associate's or Bachelor's degree, or an equivalent combination of education and experience.
• Minimum of three (3) years of customer service experience.
• Telecommunications industry experience (internet, voice, cable, wireless, or VoIP services) preferred.

Responsibilities

• Support business customers by providing exceptional service and account assistance.
• Assist the Business Sales Coordinator with managing customer accounts from initial order through installation and ongoing service.
• Respond to inquiries from prospective business customers and help assess service needs.
• Conduct outbound sales calls and customer follow-up activities as directed.
• Promote customer retention and identify opportunities for additional services.
• Educate customers on Firefly's business internet and voice services via phone, email, chat, and other communication channels.
• Follow up with commercial customers after installation to ensure satisfaction and address questions or additional service requests.
• Maintain accurate customer information across billing, reporting, and CRM systems.
• Serve as a point of contact for business customers experiencing internet or voice service issues.
• Partner with Network Operations, Network Engineering, NRTC, and other internal teams to resolve customer concerns.
• Escalate complex issues as needed and communicate updates to customers.
• Assist with scheduling commercial installations and service tickets.
• Perform data entry and account maintenance with a high degree of accuracy.
• Assist with the development and maintenance of customer-facing materials, including brochures and user guides.

Skills

Customer service

Communication

Organization

Problem-solving

Teamwork

Time management

Attention to detail

Analytical thinking

Multitasking

Education

Associate's or Bachelor's degree or equivalent

Tools

Microsoft Office

Salesforce / CRM

Billing systems

Job description

Fireflyva is seeking an Inside Sales Support Associate to connect customers with our business services team, handling inquiries through installation and ongoing support. The role emphasizes organization, problem solving, and customer-centric service across multiple channels.

The ideal candidate will be detail-oriented, experienced in customer service, and capable of coordinating with Sales, Technical Operations, and CRM systems.