Sales Support/Upsell Rep - COE - CCI

Company

Cox Communications, Inc.

Job Family Group

Sales

Job Profile

Sales Support/Upsell Rep - COE - CCI

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Variable

Compensation

Hourly pay rate is $15.91 - $23.89/hour. The hourly rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. In addition to the hourly range identified herein, this role is also eligible for an annual incentive/commission target of $7,200.00.

Job Description

Please note that this is a remote position, but you must reside in the Hampton Roads market.

Responsible for providing Sales Operations support to customers in the high-volume Digital & Specialty Contact Center (DSCC). The DSCC is a Center of Excellence call center (COE) that ensures accurate and timely order entry, follows-up with customers on incomplete orders, and upsells where appropriate to increase revenue and provide exceptional customer service. This position has sales accountability and performance measures.

Primary Responsibilities and Essential Functions

• Supports residential customer sales by accurately and timely processing orders, upselling customers, and ensuring exceptional customer service while maximizing revenue

• Contacts, processes, upsells, and completes orders for a variety of business functions, including Cox.com, e-Tail, National Affiliate, Employee Courtesy Services, Affordability Programs, Cox Mobile, and trial initiatives

• Accesses and updates customer accounts using a complex automated bill system (ICOMS/ICE) for changes, such as address updates, returned equipment, equipment provisioning, and service order deposits

• Works with several secondary applications to complete order transactions

• Assists internal customers with account lookups and modifications

• Conducts internal and external credit checks

• Schedules product installations and contacts customers with installation dates/times

• Performs other duties as assigned

• Reports to Supervisor of the Digital & Specialty Contact Center

Minimum Requirements

• High school diploma or GED

• 1+ years of experience in call center or sales related field

• Exceptional customer service skills

• Excellent data entry and telephone skills

• Detail-oriented

• Ability to demonstrate flexibility & bias for action as work functions and program support change

• Ability to demonstrate multi-tasking capabilities

• Strong interpersonal and collaborative skills to work effectively with teams throughout organization

• Ability to communicate effectively through both written and verbal communication

 

Preferred

• DSCC experience

• Cox Communications experience

• Telecommunications industry experience 

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive