Sales & Operations Support Representative

Lumos is looking for a full-time Sales and Operations Support Representative! If you are an experienced sales and support rep who’s excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you!

The Sales and Operations Support Representative plays a vital role in ensuring a smooth and efficient customer journey. This position is responsible for reviewing all orders submitted through inside sales for accuracy, processing and scheduling them for inside sales and retail stores and performing final checks to ensure services are billed correctly and on time. You’ll support customers during the installation process by providing timely reminders and ensuring buried work is completed. Collaborate with internal teams to create project timelines, identify barriers in the installation process, and resolve or escalate issues as needed. Own the customer experience from start to finish, ensuring satisfaction at every step.

***Remote Position: Preferred within commuting distance of: Daleville, VA or Waynesboro, VA***

Company Summary 

Lumos is on a mission to deliver lightning-fast, 100% Fiber Optic internet to the communities that need it most. After the merger of Lumos Networks and North State in 2022, we quickly rose to become a leading fiber internet provider. And as of April 1, 2025, we’ve joined forces with T-Mobile to launch T-Fiber—a joint venture that blends Lumos’ infrastructure expertise with T-Mobile’s national reach to bring fiber to more homes than ever before.

We currently connect over 475,000 homes, businesses, and multi-family buildings across nine states in the East and Midwest. With major growth in markets like Ohio, Alabama, Florida, and Georgia—and a shared goal of reaching 12 to 15 million homes by 2030—Lumos is playing a vital role in closing the digital divide.

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We’re passionate about our customers’ experience. Their futures don’t stand still, and neither do ours. We’ll never stop reinventing ourselves to meet our customers’ evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people’s lives.

Essential Functions

• Review and process orders for inside sales, retail stores, and account executives, scheduling them accurately using ICMS and OPS calendars.
• Enter data with precision into systems like Wizard, ICMS, Granite, Yoda, Salesforce, and IQ, ensuring every order is detailed and accurate.
• Verify technician completions and ensure records are correct before moving orders to the closing stage.
• Share updated schedules daily with service operations.
• Monitor all orders in progress, keeping track of due dates, providing updates to customers, and collaborating with relevant sales channels.
• Partner closely with Service Activations to ensure service installations run smoothly.
• Make proactive reminder calls to customers before their scheduled installations.
• Coordinate residential projects by scheduling and managing orders.
• Ensure timely service deactivation during DNP cycles.
• Close orders promptly to ensure on-time billing and verify all billing is accurate.
• Review the final stages of orders to guarantee completeness.
• Handle service transfers, miscellaneous projects, and accurate record-keeping.
• Maintain updates for systems like Lumos Number Management, 911 Coordinator, 800 Numbers, and Directory.
• Perform additional duties as needed to support the team’s success.

Knowledge, Skills, and Ab