Sales Support Representative

Knology Of Augusta; Georgia; Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

HSA/FSA options

401(k) with company match

Paid time off

Tuition reimbursement

Broadband discounts

Job summary

WOW! is hiring a Sales Support Representative to help customers get connected by keeping orders accurate, resolving issues, and supporting our sales teams. You’ll investigate delays, answer questions, and work across departments to move orders from submission to completion.

Ideal candidates have 2–4 years in customer service, strong problem-solving and communication skills, and experience with CRM and order-management systems. On-site role in Georgia.

Qualifications

• 2–4 years of customer service experience preferred.
• Strong problem-solving and communication skills.
• Ability to explain technical information in plain language.
• Detail-oriented with accurate data entry.
• Ability to prioritize multiple requests in a fast-paced environment.
• Comfort reading product info, training materials, and policies.
• Basic math skills (whole numbers, fractions, decimals).

Responsibilities

• Keep orders moving and resolve issues to avoid delays.
• Investigate order delays and answer questions promptly.
• Enter and update customer data in billing systems.
• Support inbound, outbound, online, and eCommerce channels.
• Be a resource for sales teams and assist with promotions.
• Coordinate with Field Ops, Dispatch, IT, Marketing, Training to resolve issues.
• Stay current on product and process changes and apply them.
• Document, prioritize, and track requests in CRM and ticketing systems.
• Ensure timely updates and follow-through on requests.

Skills

Customer service

Problem solving

Verbal & written communication

Attention to detail

Data entry

Prioritization

Tools

CRM systems

Order management

Billing systems

Case management

Microsoft Office

Salesforce

ICOMS

USHA

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

WOW! is one of the nation's largest Internet, cable, and phone providers. While we've grown a lot since we started, in the last 20 years we haven't forgotten our roots. WOW! has a deep, rich heritage of delivering the best experiences to our customers and we've worked hard to keep it that way. WOW!ing our customers is in our DNA. We are committed to putting our customers and team members first. So what does that mean for the people who come to work with us? It means you can make a difference while you grow your career at WOW!. When you join WOW!, you're joining a team that strives to delight our customers in everything we do; that goes the extra mile for those we serve. We're for being different - in a good way. Whether it's through showing respect, making things easy, or providing pleasant surprises, we're for building a culture that WOW! employees and customers truly love.

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