Sales Operations Support Specialist

Optimum Communications Inc.; Lubbock (TX); On-site; USD 22,000 - 32,000; Full time

Job summary

Optimum Communications Inc. is seeking a Sales Operations Support professional to provide essential administrative support to residential sales tools and systems.

You will ensure sales agents have access to necessary applications, troubleshoot issues, and help drive optimal sales results. You will onboarding and support the team, manage user access, and produce critical reports while monitoring billing system performance.

Qualifications

• High school diploma or equivalent is required.
• Call center experience is a plus.
• Proficient in developing reports; analytical reporting experience is a plus.
• Ability to troubleshoot and resolve technical problems.
• Proficient knowledge of billing and/or order processing.
• Proficient PC skills including Microsoft Office suite and Google Docs.
• Knowledge of Remote Access Applications preferred.
• Knowledge of Cardholder Domain Environment and Payment Card Industry compliance preferred.
• Understanding of Knowledge Data Base applications preferred.
• Multitasking to record data, follow up, and document outage timelines.

Responsibilities

• Triage and troubleshoot technical operations requests from Sales entities.
• Onboard and support sales agents with access to sales applications and tools.
• Manage user access for sales operations systems and maintain compliance.
• Report, analyze, and track call traffic and application issues to Call Center Management.
• Manage Virtual Call Center opening/closing based on business hours.
• Create and distribute business-critical reports to internal customers.
• Monitor and ensure peak performance of billing systems.
• Administer internal systems: create users, maintain, secure campaigns, log errors, and support disaster recovery.
• Perform quarterly audits on business systems to ensure compliance.
• Audit email queues daily and report findings for compliance and improvements.

Skills

Report generation

Call center

Troubleshooting

Billing knowledge

Office suite

Remote access

PCI compliance

Knowledge base

Data entry

Education

High school diploma or equivalent

Tools

Microsoft Office

Billing systems

Sales applications

Google Docs

Job description

We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Job Summary

The Sales Operations Support role supports the Residential Sales organization, providing administrative support to business operation tools and systems, ensuring sales agents are equipped and sales applications are functioning to drive optimum sales results.

Responsibilities

• Serve as first level triage to troubleshoot technical operations request from Sales entities.
• Provide onboarding and continuous support to sales agents, ensuring access to required sales applications and tools.
• Manage user access for sales operations systems, maintaining compliance requirements.
• Report, analyze and track all call traffic and application issues to internal Call Center Management team.
• Manage Virtual Call Center opening and closing process based on business operation hours.
• Create and distribute business critical reports to internal customers.
• Monitor and ensure peak performance of billing systems.
• Business administrator for internal systems - create new users, maintenance, manage campaign lists, monitoring error logs, system security, routine and disaster recovery procedures, along with other task to ensure system efficiency.
• Perform quarterly audit on business related systems to ensure compliance standards are met.
• Audit email queue daily and report findings for compliancy and improvement opportunities to the supervisor to assist in creating improvement plan.

Qualifications

• High school diploma or equivalent required.
• Previous call center experience is a plus.
• Proficient in developing reports, experience in analytical reporting associated with call flow application software a plus.
• Ability to troubleshoot and resolve technical problems.
• Proficient knowledge of billing and/or order processing.
• Proficient PC Skills including Microsoft office suite and google docs
• Knowledge of Remote Access Applications preferred
• Knowledge of Cardholder Domain Environment and Payment Card Industry compliancy preferred
• Understanding of Knowledge Data Base applications preferred
• Multi-tasking ability to record data, follow up, accurately document outage timeline, notification to call center appropriate personnel, follow internal escalation process and ensure pertinent information is entered in customer ticket

At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What's Right, Drive One Optimum, and Make It Happen. These aren't just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It's all part of the bigger picture of "Be The Difference" where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stops.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.

Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review your Fraud FAQ for further details.