Specialist, Tier 1 Sales Order Support Ops (Call)

Serves as the single point of contact, subject matter expert, and real-time support via inbound calls/chat handling Advanced sales/order entry support and processing for all residential sales channel professionals in Academy, Inbound Sales, Retail (Company-Owned & Branded Partner), Communities, Field Sales Channels and more  

A successful candidate will thrive in a fast-paced environment with quickly shifting priorities and be committed to delivering a world-class customer experience.    

The ideal candidate will have ACSR/CSG Residential Billing system proficiency and experience with order entry.  
 

Duties & Responsibilities  

• Acts as a single point of contact and subject matter expert for the internal customer, handling all advanced support for the CSO – Sales Order Support organization with a sense of urgency, ownership, and accountability through resolution.  

• Order Entry processing and order flow-through support for agents and field sales professionals  

• Interpret, translate, explain, and provide applicable, accurate, and appropriate information concerning products and services, equipment, policies and procedures, account status, marketing promotions, campaigns, serviceability, service problems, and more, as needed.  

• Effectively communicate information, verbally, and in writing in a clear and informative manner and take appropriate ownership and accountability of customer issues and concerns, minimizing the need for future contacts  

• Efficiently follow the established call flow (Catalyst) to handle a high volume of transactions and meet quality expectations.  

• Build a professional rapport with sales professionals by addressing their support needs within prescribed policies and processes.  

• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.  

• Other duties and responsibilities as assigned.  

Sales Order Support fosters a positive team environment focused on enhancing Customer Experience and Growth, Employee Experience and Organizational Health Excellence, and Operational Excellence, enabling employees to maximize performance, progress their careers, and become promoters and advocates of the company.    

• Culture Champion: Be a culture champion and promote a "want to work" environment.  Develop authentic and caring relationships with all team members while inspiring motivation.    

• Customer Advocate: Creates an environment that fosters teamwork, accountability and positively impacts the customer experience. Provides input as well as communicates company strategy and motivates themselves toward achieving the company vision.   

• Execution Excellence: Effectively analyzes situations to gain understanding and make sound, timely decisions that factor in costs, risks, and impact on employee and customer experience. Takes action to achieve resolution(s) despite ambiguity.  

Additional Requirements:   

• Availability to work any variety of shifts between the hours of 7:50am-12:15am (ET) Sun-Sat; Must be able to work nights and weekends, variable schedule(s), and overtime as necessary   

• Demonstrates the ability to work independently with little or no supervision 

• Meet scorecard productivity/quality metrics.      

• In a virtual environment, Comcast requires a minimum of 100mbs which is capable of being hard-wired into the provided equipment, either through a direct wall input or your router, have a quiet work area in a location that provides privacy from other people, activities, and noise, a steady work surface, comfortable chair and adequate lighting.  

• Must adhere to all established National Virtual Employee Policies and Guidelines.