Position Title: Commercial Sales & Support Represetative
Department: Business Development
Reports to: Director of Commercial Sales
Location: This position will report to a RiverStreet office (yet to be determined).

The work described below includes the overall function of the job but is not considered a detailed description of each individual duty of the employee. This organization reserves the right to revise or change job duties as the need arises.  This job description does not constitute a written or implied contract of employment.

Purpose of Position

• The Commercial Sales and Support Representative will play a crucial role on the Commercial Sales Team with four primary job functions: Inside Sales, Customer Service, Tier 1 Customer Support, and provisioning/scheduling customer orders.  This position will engage directly with customers to provide exceptional service, promote and sell products, and support Tier 1 customer troubles.  This position is also responsible for the end-to-end selling of the company’s products and services, which include Broadband Fiber Internet, Phone Systems, and Security Services.   Providing exceptional Customer Service is crucial to this role and includes activities related to any customer request such billing invoices, payment, and general administrative tasks to service Customer accounts.  This position is on the front line of restoring Customer Services – working with customers to understand disruptions in service, identify and work through possible Tier 1 resolutions, and escalate Tier 2/3 issues to the appropriate RiverStreet personnel.  This position also works collaboratively across the team to provision and schedule all customer orders to ensure completion in a timely manner.  This position will work cross functionally with members of the Business Development Team to achieve individual, team, and corporate goals including revenue growth, subscriber growth, and average revenue per account.  The position will work with the Director of Commercial Sales, Sales Engineers, and Business Account Managers within a performance driven environment designed for people who thrive in a rewards-based role.  This position is compensated with a competitive base salary and monthly commissions based on sales.

Essential Duties & Responsibilities

• Inside Sales: Engage with customers by contacting the Commercial Sales team by phone, email, or in person. Take customer orders for standard monthly recurring services.  Utilizing knowledge of our products and services to upsell and cross-sell additional complementary services to grow ARPA. Work diligently to meet and exceed monthly and quarterly sales quotas, ultimately contributing to the company’s growth and success. 
• Customer Sales Service: Provide exceptional phone sales support for customer inquiries, including offering pricing, product availability, order status, and comprehensive information about the company’s services.  Source new sales opportunities by effectively following up on inbound leads and initiating outbound cold calls and emails. Prepare and generate customer quotes and efficiently enter product orders into the system. Qualify potential IT Solution opportunities and route them to the appropriate sales executives for further development. 
• Customer Account Service: Handles incoming phone calls and e-mails from customers and provides requested information in a timely and efficient manner. Review and answer customer questions related to payments, billing, service changes, or issues. Investigates customer complaints or concerns and de-escalate situations involving dissatisfied customers, offering patience, assistance, and support. Maintain customer satisfaction levels at the department benchmark in relation to the company’s Net Promoter Score. 
• Customer Trouble Support: Provide Tier 1 support by taking initial telephone or email inquiry and use troubleshooting skills to assist customers with hardware, software or network problems.  Recognize and escalate more difficult problems to Tier 2/3 support.  Assign/schedule technicians’ duties daily with accurate routing to appropriate areas to maximize efficiency.  Maintain communication with various stakeholders (technicians, engineers, customers, etc.) regarding pending service orders, troubles, or mass outages.  Resolves issues within company guidelines. 
• Team Support: Communicate with all members of the Commercial Sales Team to ensure a coordinated and synchronized sales effort.  Leads all provisioning and scheduling for all Commercial Team orders across the department team.  Supports the team and team goals by actively participating in all sales meetings.  Attend training programs and successfully complete all certifications and licenses requirements.  Interact and manage relationships with internal associates to assess and continually meet customer needs.
• Administrative Support: Accurately complete all administrative tasks related to sales and prospecting funnels, including the use of CRM systems in accordance with department practices, policies, and procedures. 
• Utility Player: Be adaptable and willing to take on other responsibilities as assigned by the management team.
• Product Knowledge: Develop a comprehensive understanding of our telecommunications technology products, materials, and promotions.  Stay abreast of industry trends and innovations to provide informed recommendations to customers.

Job Knowledge, Experience, and Training

• Two-year associate degree in a technical or business-related field and two years’ experience in sales, support, or customer service preferred.
• Prior experience and understanding of telecommunications products and services and the ability to work well in a technical environment preferred.
• Technical background and knowledge of communication systems operation, including installation, troubleshooting and network design to facilitate Tier 1 Customer Service issues preferred.
• Strong sales aptitude with a track record of success in inside sales or a related field. An ability to effectively communicate product features, benefits, and pricing to customers using consultative, value-oriented solutions-based selling required.
• Customer-centric mindset with a passion for delivering exceptional service and solutions tailored to each client’s needs.
• Excellent verbal and written communication skills in order to facilitate excellent customer service and conduct sales with the clients required.
• Excellent administrative, organizational and time management skills, with the ability to manage multiple projects, deadlines, and priorities concurrently.
• Detail-oriented and able to work efficiently under deadline pressure. Must be able to organize and prioritize multiple job assignments with minimal supervision.
• An ability to effectively present information and respond to questions from groups of managers, technicians, customers, and the public.
• Self-motivated with a passion to succeed and a strong personal drive to embrace new opportunities and achieve goals.
• Proficient in Microsoft Office Suite, Gmail, Google Docs, and other software applications as deemed necessary to perform job functions.

Working Conditions and Other Requirements

• Ability to perform independently and positively in a fast-paced and changing work environment.
• Tact and patience are required when dealing with challenging customers to project a good company image.  A good telephone personality is essential.
• Must develop a good working relationship with all personnel in the various departments to ensure the timely completion of work requirements for customer satisfaction.
• Attention to detail, excellent attendance, and flexibility to work overtime or a varied schedule is a requirement.
• Follow company policies and procedures.
• Safety practices and guidelines must be understood and always followed.