Posting Job Title: Sales Support Analyst
Requisition #: 143740BR
Posting Location: Herndon, VA, US
Area of Interest: Information Technology Services
Position Type: Full Time
Posting Job Description
The Time Warner Cable Corporate office currently seeks a Sales Support Analyst for our National Carrier Support Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Essential Job Functions:
Review, process and proactively follow up to ensure required information is received for initial order/serviceability requests. Act as team lead providing necessary system and process training to new/existing employees, handle first level escalations, identify and remedy issues delaying order fulfillment. Assist team members in resolving issues by escalating through proper channels, establishing and conducting meetings with necessary parties to understand issues and find resolution .
1.Conduct weekly meetings with certain customers/divisions/sales reps to resolve any issues, creating and managing action items to ensure problem resolution.
2.Proactively manage order process to ensure order fulfillment by generating reports, analyzing information, obtaining proper updates from necessary party, communicating with necessary party and ensuring information is updated in system appropriately.
3.Provide Customer Support for a subset of National Carrier Customers to include acting as the interface between the TWC Regions, National Customers and National Carrier Sales Managers.
4.Responsible for the communication of National Sales' methods and procedures to National customers and Road Runner divisions to ensure compliance.
5.Coordinate information flow between National Sales customers and TWC Regions.
6.Cooperatively work with Billing and Receivable Management team and other departments to provide specific reports to respective parties. Reports will be generated via CRM database as well as aggregating data from multiple sources;
7. Analyze reports to proactively identify outstanding orders and take action to fulfill.
1. 2-5 years experience in customer service, order management/order entry operations group.
2. Superior written, verbal communication and customer service skills
3. Advanced proficiency in MS Word, Excel, Access, and PowerPoint
4. Telecommunications industry experience, to include working knowledge of overall process from contract-to order entry-to billing-to collection
5. Professionalism and discretion in dealing with sensitive and confidential information
6. Ability to handle and effectively prioritize multiple competing demands on a daily basis
Education and Experience:
Bachelor's degree (B.A. or B.S.) from four-year College or University; or equivalent training, education and experience.
No Supervisory responsibilities with this position.
We are proud to offer a robust benefits package including medical, dental, vision, pension, a matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area. Qualified candidates should apply online at www.timewarnercable.com.
FCC Unit_TWC: HQ452
Controlling Establishment ID: 00236 - Herndon 13820 Sunrise Valley
Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...