Senior Sales Support Specialist

Optimum; Plano (TX); On-site; USD 53,000 - 86,000; Full time

Job summary

Optimum is seeking a Senior Sales Support Specialist in Plano, TX to serve as the subject matter expert for sales support operations. The role leads escalations, improves processes, and ensures accuracy in order management, sales tools, and new product launches.

We value candidates with strong sales and customer service backgrounds, Excel reporting skills, and the ability to work in a fast-paced call center. Join a team that helps empower lives and drive innovation in connectivity.

Qualifications

• High school diploma or equivalent; some college preferred.
• Previous sales and customer service experience.
• Ability to perform intermediate Excel reporting.
• Demonstrated coaching and leadership skills.
• Experience in a fast-paced call center environment.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Ability to multi-task.
• Schedules may include days, nights and weekends.

Responsibilities

• Serve as subject matter expert and escalation point for Support team.
• Lead special projects and campaigns assigned by management.
• Add new build addresses into billing software.
• Track and develop reports on escalations affecting service levels and call volume.
• Ensure real-time address serviceability and add new addresses into billing software.
• Maintain actions in order entry databases for order entry functionality.
• Respond to customer escalations before installation while meeting guidelines.
• Beta test new sales tools and system enhancements.
• Test product rules for new sales offers.
• Provide new build support by updating customers and sales reps during survey and construction.

Skills

Sales experience

Customer service

Excel reporting

Coaching and leadership

Call center experience

Verbal and written communication

Multi-tasking

Problem solving

Flexibility schedules

Education

High school diploma or equivalent; some college preferred

Job description

Are you looking to Optimize your life? Start your exciting path to a rewarding career today! 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 no 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 Senior Sales Support Specialist serves as the subject matter expert for sales support operations, leading escalations, improving processes, and ensuring the accuracy and efficiency of order management, sales tools, and new product launches.

Responsibilities

• Serve as subject matter expert and a point of escalation for Support team agents.
• Manage special projects & campaigns assigned by management.
• Manage adding new build addresses into billing software.
• Track and develop reports detailing escalations that impact service levels and call volume.
• Responsible for determining real-time address serviceability and following business processes, including building new addresses into billing software.
• Maintain and administer actions in order entry databases, ensuring functionality for order entry.
• Respond to customer escalations, prior to service installation, meeting customer’s needs, while remaining within departmental guidelines.
• Perform beta testing on new sales tools and system enhancements.
• Responsible for pre and post testing of product rules for all new sales offer launches.
• Provide new build support by updating customers and sales reps throughout the survey and construction process.

Qualifications

• High school diploma or equivalent. Some college preferred.
• Previous sales and customer service required.
• Ability to perform intermediate level of excel reporting
• Demonstrated coaching and leadership skills.
• Experience in a fast-paced call center environment required.
• Requires excellent verbal and written communication skills.
• Excellent customer service skills.
• Ability to multi-task required
• Ability to solve problems independently
• Schedules may include days, nights and weekends

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.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity.

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 committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The Company 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.

Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York and New Jersey is $52,547.00 - $86,327.00 /year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.

We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.