Company Overview
We’re Lumos, a provider of 100% Fiber Optic Internet, Total-Home Wi-Fi, voice and streaming services across North Carolina, South 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 it faster. Learn more at Lumos | High-Speed Fiber Internet Provider in NC, VA and SC (lumosfiber.com)
The Position
Undertakes administrative job duties as it pertains to the sales department. Performs data entry for business sales, metrics and other relevant information and maintains an organized system. Multiple types of customer interactions are expected, including telephone, chat, and email. Serves as a Brand Ambassador to our Business customers to strengthen relationships. Interacts and processes existing business customer changes, as requested in an efficient manner. Will be responsible for working cross functionally with other departments to ensure customer needs are met. Handles multiple types of customer accounts effectively including SOHO, small and mid-size, and Enterprise business accounts.
Duties & Responsibilities:

• Learns quickly and stays up to date on new product offerings while retains and recalls product information in handling multiple priorities in a fast-paced environment
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues
• Maintains accurate and timely sales database documentation throughout all phases of the service and sales process
• Verifies daily the completeness and accuracy of the source documents of the service order
• Coordinates with Sales team to update as appropriate
• Creates an accurate daily customer order in billing system
• Processes orders for all current offerings for Business Customers by using multiple systems and order entry into Billing system Completes pre-billing checks for accuracy and completeness
• Ensures orders are complete and accurate, including scheduling customers for installation, moves, and additions.
• Partners with Logistics, Activations, Operations to ensure customer installation is scheduled appropriately with allocated time for technicians visits and confirms with customer
• Stays current on offerings available to customers
• Able to process complicated orders with multiple locations and technology seamlessly to ensure customer satisfaction
• Interacts with Engineering, Logistics, Customer implementation, Facilities and Sales to ensure all information is gathered for order entry completeness
• Ensures orders from Sales are entered into the billing system in a timely manner
• Produces Quality work to ensure accurate billing for Business Customers
• Manages calls efficiently and effectively, including time on and off the ACD.
• Delivers priority of first call resolution on all User interactions
• Identifies needs for process and procedures and create documents as needed for approval
• Processes credits and adjustments and follows up with customers
• Provides billing assistance with explaining line items, due date, make promise to pay notations, and recommendations based on current knowledge of MyAccount
• Researches and interprets contracts and communicates contract specific information to customer
• Provides administrative support of daily operations including ability to take escalations and handle complicated customer issues
• Achieves required skills to navigate and utilize Salesforce
• Enhances company reputation by actively practicing Articles of Excellence
• Calculates termination fees and communicates these fees clearly to customers
• Meets or exceeds key performance indicators set by manager
• Performs other duties as assigned
• Adheres to regular and predictable attendance and punctuality

Qualifications

• Education: High Scholl Diploma required; Two-year degree preferred.
• Experience: 3-4 years’ experience in related field required.
• Language Skills – Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or government regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
• Mathematical Ability - Ability to calculate figures and amounts such as discounts, interest, commissions, proportion, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.
• Reasoning Ability – Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer Skills - Contact Management Systems, Spreadsheet Software, and Word Processing (Microsoft Office) Software, Data Entry, Payroll systems, Customer Relationship Management Software and Order Processing Systems.
• Ability to perform in a collaborative environment
• Experience in a call center is preferred
• Other Required Skills & Qualifications:
• Demonstrated proficiency with CHR, OMNIA, ICMS and Salesforce order entry process, knowledge of order flows, standard intervals and what happens at each stage in the order flow process.
• Exemplifies Core Values when working with internal and external customers by maintaining a positive, productive relationship
• Ability to pay strong attention to detail
• Strong analytical, organization and time management skills
• Ability to communicate business billing, contract questions, and handle Early Termination requests
• Key Competencies:
• Problem Solving -- Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Adaptability -- Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays or unexpected events

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.