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
USD 15.91 - 23.89 per hour
Compensation:
Hourly pay rate is in the range of $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.
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
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What the Team is Saying
What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking. Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more. As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront. Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
