SALES AND OPERATIONS SUPPORT REPRESENTATIVE

Daleville, VA, USA Req #1600

Thursday, October 26, 2023

Company Overview

 

We're Lumos, a provider of 100% Fiber Optic Internet, Total Home Wi-Fi, voice and streaming services across North Carolina and Virginia.  We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday.  That's why we're building a 100% Fiber Optic network from the ground up for families, small businesses and communities, backed by local, expert customer service.  An Internet built for that most hopeful of all things- the future.  Because whatever the future holds, we make if faster.

We are more than your average internet company. Our customers enjoy the fastest fiber speeds available built on a network they can truly count on - all backed by local, expert customer care teams. We know that fast, reliable Internet is what our customers need to stay connected to the things that matter. That continuous connection is our commitment to our community. 

 

The Position

The Sales and Operations Support Representative will review all orders submitted through inside sales for accuracy; processes and schedules all orders for inside SALES AND retail stores, and performs final checks to ensure services are accurately billed in a timely manner. Supports customers during install process to remind of install and to make sure buried work is completed.

Collaborates with internal teams to create a project timeline for customer as well as identify any barriers within the installation process, breaks them down and escalates as needed. Owns the customer experience from order to post-install.

 

Duties & Responsibilities:

• Processes and schedules orders for inside sales, retail stores, and account executives. This includes scheduling on ICMS and OPS calendars.
• Performs data entry inputs to designated systems such as Wizard, ICMS, Granite, Yoda, and IQ. Each order will need to be entered with accuracy and detail.
• Keeps track of all orders in the pipeline, ensuring due dates are met, customers are updated, along with appropriate sales channels.
• Working closely with Service Activations on service installations.
• Proactively makes reminder calls the day before a scheduled install.
• Coordinates projects for small business orders, ensuring that internal teams meet deadlines.

• Closes orders promptly to ensure on-time billing.
• Ensures all orders are billed correctly.
• Reviews the final stages of orders and sends welcome email.
• Performs service transfers, MISC Projects for order and recordkeeping purposes.
• Maintains updates on Lumos Number Management, 911 Coordinator, 800 Numbers, and Directory.

Qualifications

• High School Diploma.
• 2 years' billing experience preferred.
• MS Office, ICMS, IQ, Wizard, Yoda, and telco experience necessary; plant records, flow of orders is a plus.
• Excellent communication, interpersonal, and customer service skills.
• Demonstrated leadership characteristics along with time management, organizational skills, and understanding of strategic planning.

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off and 12 Paid Holidays / Personal Days.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life's challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.

Discounts on Lumos Fiber Internet for employees who live in our service areas.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.