AlticeUSA/CSC Holdings

  • Coord II - Tele Sales Support

    Posted Date 3 months ago(7/19/2018 11:05 AM)
    Requisition ID
    Area of Interest
    Business Operations
    Business Unit
    Business to Consumer
    Position Type
    Job Location : Location
  • Overview

    Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands.


    From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country -- to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between.


    Coordinator II will represent the Sales Support function for Telemarketing at the customer contact level. Primary function of Sales Support staff is to ensure timely trafficking and/or handling and resolution of non-sales calls, complaint calls or sales calls that require additional follow-up before installation.  Secondary function is one of quality assurance, to assess quality of call handling, Altice USA Order Entry System functions usage that may result in customer dissatisfaction, and operational shortcomings that result in complaint calls or requests for sales cancellations.  Work with Supervisor to refer complaints and issues in need of resolution by Sales organization or referral to other functional areas.  First to alert to any operational areas in need of review or improvement.  Responsible to know and understand customer policy and process in order to meet the goals and objectives of the Sales team and ensure customer satisfaction.   


    Please join us in our Jericho, NY office for

    the Hiring Event

    on August 8, 2018 - 12:00 pm until 3:00 pm


    200 Jericho Quadrangle
    Jericho, New York 11753
    United States



    Responsible for receiving and resolving escalations, complaints, non-sales related customer calls, Executive Desk complaints and referrals, and any sales call that requires follow-up prior to installation.  This task involves all products, all corps and all processes.  Sales Support coordinator is relied on to secure the sale, ensuring that it will be completed to customer’s satisfaction. Re-route non-sales calls and note source of misrouting. Remain current on all troubleshooting techniques as well as all policies/procedures. Remain current on all product information, packaging, pricing and current offers. Remain current on all processes, including the very complex back-end OV porting processes. Log all escalations and complaint calls and note root cause of complaint when possible. Practice policies and procedures as outlined by Sales Management team, using judgment and discretion in meeting customer’s needs, while remaining within company and departmental guidelines. Assisting, guiding and advising sales reps to ensure sales calls are handled accurately. Check and apply quality assurance standards against work monitored.  Corrects accounts and reports feedback to supervisors for coaching. Maintain all past pending installs and changes of service, from all sales channels; maintaining the integrity of the database. Interacts with all functional groups to save any sales that fall out of process; maintaining professional working relationships with other departments in order to accomplish timely and satisfactory results to customers. Submit reports on findings.  Cite repeat issues that require root cause resolution. Handles and resolves VIP and Executive Desk inquiries within 48 hours of receipt. Special projects and other duties as deemed necessary by Sales Support Supervisor or Manager.


    • Minimum of 3 years Quality Assurance, Call Center and/or Customer Service experience required.
    • Working Knowledge of Altice USA Order Entry System, Zoom, ETS, and other applications necessary for processing customer requests for service required.
    • Good customer service skills.
    • Ability to multi-task required.
    • Must be Altice USA certified in all products – Video, OOL and OV.
    • Strong analytical/reasoning and problem solving skills required.
    • Ability to communicate effectively with internal and external customers.
    • Ability to exercise independent judgment.


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