Business Sales Support Specialist II

Lumos is looking for a full-time Business Support Specialist II! If you have experience as a Business Support Specialist - who's excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we're harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you!

The Business Sales Support Specialist is responsible for administrative tasks within the sales department, including data entry for business sales, metrics, and other critical information, while maintaining a well-organized system. This role involves engaging with customers across various channels, phone, chat, and email-to deliver exceptional service. As a Brand Ambassador, the specialist fosters and strengthens relationships with business customers.

Company Summary

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio and Kentucky.

We believe that the possibilities of tomorrow can't be built on the infrastructure of yesterday. That's why we're building a 100% Fiber Optic network from the ground up for families, 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, Lumos makes it faster.

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can't be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That's why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there's no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We're passionate about our customers' experience. Their futures don't stand still, and neither do ours. We'll never stop reinventing ourselves to meet our customers' evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people's lives.

Essential Functions

• Quickly learns and applies knowledge of new product offerings to manage multiple priorities in a fast-paced environment.
• Resolves customer issues by clarifying concerns, researching solutions, implementing fixes, or escalating when necessary.
• Maintains accurate and timely documentation of sales activities, verifying service orders, and ensuring completeness throughout the process.
• Coordinates with Sales and cross-functional teams (Logistics, Activations, Operations, Engineering, Facilities) to gather necessary information and ensure accurate order entry and customer scheduling.
• Processes and manages customer orders, including pre-billing checks, scheduling installations, handling complex, multi-location accounts, and ensuring billing accuracy.
• Provides administrative support, managing escalations, complicated customer issues, and updates to processes and documentation.
• Handles calls efficiently while prioritizing first-call resolution and providing billing assistance, contract clarifications, and account adjustments.
• Utilizes Salesforce and other systems to manage orders, maintain customer records, and achieve performance metrics.
• Upholds company standards by delivering quality work, practicing Articles of Excellence, and enhancing customer experience.
• Consistently meets or exceeds key performance indicators and completes additional duties as assigned, maintaining dependable attendance.

Knowledge, Skills, and Abilities Required

• 3-4 years of experience in a related field is required
• Strong ability to read, analyze, and interpret general business publications, professional journals, technical procedures, or government regulations. Skilled in writing reports, business correspondence, and procedure manuals. Capable of effectively presenting information and responding to questions from managers, clients, customers, and the public.
• Proficient in calculating figures such as discounts, interest, and completing pre-billing checks and verification.
• Demonstrates strong problem-solving skills, including the ability to follow written, oral, or diagrammed instructions and address issues involving multiple variables in standardized situations.
• Proficient in Contact Management Systems, Microsoft Office (Word, Excel, etc.), Data Entry, Payroll Systems, Customer Relationship Management (CRM) Software, and Order Processing Systems.
• Proven ability to perform effectively in a team-oriented environment.
• Previous experience in a call center is highly desirable

Other Experience & Requirements

• Demonstrated expertise with CHR, OMNIA, ICMS, and Salesforce order entry processes, including a thorough understanding of order flows, standard intervals, and each stage of the process.
• Consistently exemplifies core values by fostering positive and productive relationships with internal and external customers.
• Exhibits strong attention to detail to ensure accuracy and quality in all tasks.
• Possesses excellent analytical, organizational, and time management skills to effectively handle multiple priorities.
• Proficient in communicating business billing and contract details, addressing inquiries, and managing Early Termination requests with clarity and professionalism

Benefits & Perks

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.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.