Senior Sales Support Specialist

About Optimum

Join Optimum, a leading connectivity provider dedicated to empowering individuals and businesses by delivering dependable high-speed internet solutions. Connectivity is essential today, and a career with Optimum means contributing to advancements that keep communities connected. Our achievements are driven by innovative products, a strong people-focused culture, and community engagement.

Position Summary

The Senior Sales Support Specialist plays a pivotal role as a subject matter expert in sales support functions. This role leads escalation management, enhances operational processes, and ensures accurate order management, sales tools efficiency, and smooth new product rollouts.

Key Responsibilities

• Act as the expert resource and escalation point for sales support team members.
• Oversee special initiatives and campaigns assigned by leadership.
• Manage the integration of new service addresses into billing systems.
• Generate and analyze reports on escalations affecting service quality and call volumes.
• Assess real-time serviceability of addresses and follow established business protocols for billing set-up.
• Maintain and update order entry systems to support seamless sales transactions.
• Handle customer escalations prior to installation, balancing customer satisfaction with departmental policies.
• Conduct beta testing for new sales tools and system upgrades.
• Perform thorough pre- and post-launch testing of product rules for new sales offerings.
• Support new construction projects by communicating updates to customers and sales representatives throughout survey and build phases.

Qualifications

• High school diploma or equivalent required; some college education preferred.
• Proven experience in sales and customer service roles.
• Proficiency in intermediate Excel reporting capabilities.
• Demonstrated leadership and coaching abilities.
• Background in a fast-paced call center environment.
• Strong verbal and written communication skills.
• Exceptional customer service aptitude.
• Ability to multitask effectively and solve problems independently.
• Flexibility to work various shifts including days, nights, and weekends.

Additional Information

At Optimum, our guiding principles—Do What’s Right, Drive One Optimum, and Make It Happen—shape everything we do, fostering trust, community, and innovation. Our culture empowers employees to make impactful decisions, promote new ideas, and continually learn.

Compensation is competitive and commensurate with experience and skills. The salary range for positions in New York and New Jersey is $52,547 to $86,327 annually; salaries for other locations will be provided by recruiters. We do not sponsor work visas at this time.

We are an Equal Opportunity Employer committed to diversity and inclusion, and we strictly prohibit any form of discrimination.

Applicants must be authorized to work in the U.S. for any employer.