Sales Support Representative

WOW! Internet, Cable & Phone; Atlanta (GA); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

HSA

FSA

401(k) match

PTO

Holidays

Tuition reimbursement

Broadband discount

Job summary

WOW! Internet, Cable & Phone is seeking a Sales Support Representative in Atlanta to help customers get connected by keeping orders accurate, resolving issues, and supporting the sales teams.

You will investigate order delays, answer questions, and work across departments to move orders from submission to completion in a fast-paced environment.

Qualifications

• Two to four years of customer service experience preferred.
• Experience resolving order-processing or operational issues is preferred.
• Clear verbal and written communication, active listening, and the ability to explain technical information clearly.
• Strong attention to detail when entering data and documenting cases.
• Ability to prioritize multiple requests in a fast-paced environment.
• Comfort reading product information, training materials, and company policies.
• Basic math skills, including whole numbers, fractions, and decimals.

Responsibilities

• Move orders forward and keep the process moving smoothly.
• Research and resolve pending, held, canceled, and fallout orders, including installation barriers.
• Enter and update customer account information in billing systems for timely processing.
• Support inbound, outbound, online, and eCommerce sales channels.
• Be a resource for our sales teams and answer questions about orders and promotions.
• Partner with Field Operations, Dispatch, IT, Marketing, Training, and other teams to resolve issues.
• Stay current on product, system, and process changes and help frontline teams apply updates.
• Own the follow-through and provide timely updates through CRM and case-management systems.
• Identify recurring issues and share opportunities for improvement with Sales leadership.
• Perform other duties as assigned.

Skills

Customer service

Problem solving

Communication

Attention to detail

Multi-tasking

Product knowledge

Tools

CRM systems

Order management

Billing systems

Salesforce

ServiceNow

Job description

Sales Support Representative

Do you enjoy solving problems, keeping details organized, and helping others succeed? At WOW!, our Sales Support Representatives help customers get connected by keeping sales orders accurate, resolving issues, and supporting our sales teams.

In this role, you’ll investigate order delays, answer questions, and work across departments to move orders from submission to completion. If you’re a resourceful problem-solver who enjoys a fast-paced environment, we’d love to hear from you.

What WOW! Offers

• Pay: $22–$24 per hour
• Medical, dental, vision, and life insurance
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• 401(k) with company match
• Paid time off and company holidays
• Tuition reimbursement for continued development
• Employee broadband discounts

What You’ll Do

• Keep orders moving
• Research and resolve pending, held, canceled, and fallout orders, including installation barriers and questions about whether service is available at a customer’s address.
• Enter and update customer account information in billing systems to support accurate, timely order processing.
• Support inbound, outbound, online, and eCommerce sales channels.
• Be a resource for our sales teams
• Answer questions about order entry, products, promotions, and sales-system procedures.
• Partner with Field Operations, Dispatch, IT, Marketing, Training, and other teams to resolve sales-related issues.
• Stay current on product, system, and process changes and help frontline teams apply those updates.
• Own the follow-through
• Document, prioritize, and track support requests and escalations in CRM, ticketing, and case-management systems.
• Manage assigned requests through resolution or an appropriate handoff, providing timely updates and meeting established service-level expectations.
• Identify recurring system issues, order errors, and process gaps and share opportunities for improvement with Sales leadership.
• Perform other duties as assigned.

What You’ll Bring

• Two to four years of customer service experience preferred, ideally in sales support or a call center.
• Strong problem-solving skills; experience resolving complex order-processing, serviceability, or operational issues is preferred.
• Clear verbal and written communication, active listening skills, and the ability to explain technical information in everyday language.
• Strong attention to detail when entering data, documenting cases, and communicating with customers and colleagues.
• The ability to prioritize multiple requests, follow through on outstanding issues, and adapt in a fast-paced environment.
• Comfort reading and applying product information, training materials, and company policies.
• Basic math skills, including working with whole numbers, fractions, and decimals.

Technology Skills

• Proficiency with Microsoft Office and the ability to navigate multiple applications while researching and resolving requests.
• Experience with CRM, order-management, billing, or case-management systems.
• Experience with ICOMS, USHA, or Salesforce preferred; ServiceNow experience is a plus.

Working Conditions & Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

• Regularly required to talk and hear
• Required to use hands to type, handle objects and paperwork
• Required to reach and hold on to items at chest level or reach above the shoulder
• Required to use close vision and be able to focus
• Required to perform computer-based research, documentation, and communication for extended periods.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran