Inside Sales Support Specialist

Do you have a knack for helping others? Are you someone who enjoys bringing a positive and optimistic attitude to help others find the best solution? If so, we encourage you to apply for the Inside Sales Support Specialist position at FiberFirst. This role is an invaluable part of the success of FiberFirst and will serve as an intermediary for customers, service, billing, technical, sales and other departments. This role will be responsible for all pre-sale activities that will help maximize the sales process and provide a successful onboarding for new clients. Come apply today!

Location:

• The role will be based out of Southlake, TX.

Employment Classification:

• Non-exempt: Regular, Full-time

Supervisory Responsibilities:

• None

Duties / Responsibilities:  

• Sales Support: Provide assistance to Outside Sales team for SFU customers and the Inside Sales Team for SFU customers. Promptly and efficiently respond to all internal and external calls.
• Customer Experience: Actively support efforts to enhance customer experience, ensuring professional and courteous interaction during all sales transactions, both inbound and outbound. Ensure customer satisfaction by providing high-quality support and assistance.
• Product Knowledge: Develop a thorough understanding of all FiberFirst products and services to effectively explain them to customers during both inbound and outbound interactions.
• Order Processing: Learn and master the order processing billing system for sales order entry, inquiries, and related functions to help support the field sales reps.
• Issue Resolution: Collaborate with other departments as needed to resolve customer issues and ensure customer satisfaction.
• Provide technical support and customer service to clients who use our VOIP phone service.
• Troubleshoot technical issues related to VOIP technology and resolve customer inquiries.
• Answer inquiries about our products and services and provide solutions to problems in a timely and effective manner.
• Collaborate with other teams to identify and resolve technical issues that may arise.
• Maintain accurate records of customer interactions and transactions.
• Coordinate with other departments to resolve service, support, or billing issues.
• Maintain detailed, accurate account records in customer database and customer activity.
• Perform any other work duties upon request of management and assist with special projects.

Education and / or Experience:

• HS Diploma or GED. If not applicable, must meet required number of years of experience in customer service
• Minimum of two years of experience working in telecommunications
• Must have two years of experience working in customer service

Required Skills / Abilities:

• Basic knowledge of Microsoft Office (Outlook, Word, Excel)
• Strong working knowledge of VoIP/ Digital Telephone service, features, and number porting
• Bilingual is a plus
• Must have reliable transportation to work

Physical Requirements:

In a typical workday, the employee will be required to:

• Sit: Frequently
• Stand: Occasionally
• Walk: Frequently
• Keyboarding: Continuously
• Fine manipulation: Continuously
• Lift: Occasionally. Will require capability to lift up to 5 pounds.
• Carry: Occasionally. Will require capability to carry up to 5 pounds.
• Travel: Ability to travel approximately 15% of the time.
• Work Environment: The work environment is fast paced, employees may be exposed to varying noise levels, and indoor temperatures.

About Us: FiberFirst, a leading fiber internet service provider, is driving the digital revolution with hyper-local connectivity solutions. Headquartered in Texas, it has rapidly expanded its 100% fiber optic networks to multiple states, bringing next-generation multi-gigabit internet connections. Beyond delivering unparalleled speed and reliability to homes and businesses, they are committed to actively supporting the communities they serve. FiberFirst’s locally based support teams prioritize community engagement by actively participating in local events, partnering with community organizations, and fostering meaningful relationships with residents and businesses alike.

FiberFirst is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. FiberFirst does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.