Sales Support Analyst I

Job Purpose

The Analyst will support the sales staff and provide support in all areas for the sales and customer support teams. Administer and implement action needed to initiate service for small, medium and large business customers. Handle internal and external customer escalations with particular emphasis on escalated issue resolution while utilizing all resources. Support MVNO product implementation, strategy and sales support.

Essential Functions

ESCALATIONS -- 40%

• Handle all customer inquiries and escalated issues which includes review of customer credit history and credit worthiness for service establishment, rate plan analysis and customer account updates.
• Conduct in-depth analysis, investigation, and implement corrective actions including posting adjustments to customer accounts to satisfy escalated customer initiated inquiries regarding accounts.
• Develop resolution process including recommendations and development of additional training, process improvement, evaluation of patterns that impact the customer experience as deemed necessary as a point of contact for customer escalation calls.
• Identify - resolve customer impacting issues including proactively recommending additional services that would be appropriate for customers.
• Subject matter expert for escalated customer billing issues including analysis and implementation of corrective action in a customer fronting environment.
• Partners with sales and marketing teams to develop sales aids, build excitement and share knowledge of the product portfolio, as well as gather input on future product enhancements
• Remains current on local market requirements, latest competitive product information and technology/market trends to meet customer and business objectives
• Perform troubleshooting of equipment issues
• Conduct in person customer visits as scheduled
• Creates - maintains customer account information in billing system
  
  

ACTIVATIONS -- 25%

• Perform activation of lines of service, which include equipment programming, account setup and order fulfillment.
• Process service agreements within service level agreement. Maximize efficiency and effectiveness by increasing proficiency in the use of all information systems and applications available. Develop policies and procedures to facilitate process improvement.
• Audit of service contracts for activations that are generated by the sales teams.
  
  

REPORTING, TRAINING - DEVELOPMENT -- 20%

• Develop and provide reporting documents summarizing activation, inventory management, re-contracting - retention efforts to management for statistical purposes.
• Prepare training documents as needed for presentations to the sales teams.
• Subject matter expert for other departments within Hawaiian Telcom
  
  

RETENTION -- 15%

• First point of contact for customers that are requesting deactivation of service.
• Responsible for retaining customers that are requesting deactivation using sales techniques and a portfolio of save offers.
• Develop and administer portfolio of creative save tools to minimize wireless base churn.
• Proactively contact wireless customers whose history indicates that they would benefit from an analysis of their account activity.
  
  

Experience/Background

2 to 3 years of experience

Work Environment

• Work may be performed in an enclosed area lacking windows.
• May require late hours and weekends to complete assignments and projects.
• Indoor work - Exposed to indoor conditions, dust, noise, dirt, heat, various lighting conditions, etc.
• May require considerable standing, sitting, lifting/carrying supplies and training material of up to 25 pounds.
• May require reading documents, blueprints and electronic communications.
• May require traveling to various locations and company departments.
• May require late hours, emergency calls and weekends to complete assignments.
  
  

Supervisory Responsibilities

No Supervisory Responsibility

Miscellaneous

• Ability to multi-task at a very fast pace.
• Flexible and able to adjust quickly to many moving facets of the job.
• Ability to make quick situational assessments and react accordingly.
• Requires leveraging a variety of technical skills to work across internal groups as well as with vendors and industry partners to support service offerings and infrastructure capabilities.
• Requires alignment with the Company's F.A.S.T. Values.
• Fierce Resolve -- be Focused, Determined, Overcome the toughest challenges.
• Aloha Spirit -- Heartfelt, Kind, Serve with warmth and humility.
• Superior Service -- Exceptional, Extraordinary, Strive to provide the very best.
• Trustworthy -- Honest, Reliable, Make promises a reality.
• Requires alertness and attention to detail.
• Requires managing multiple functions and tasks.
  

Salary Range - $50k-$70k