Consumer Sales Support I
The Consumer Sales Support I role is an essential part of the Consumer Sales Team, providing administrative and operational support to ensure the smooth execution of sales processes for both our Multi-Dwelling Unit (MDU) and Door-to-Door (D2D) channels. This highly impactful role assists sales representatives by managing data entry, coordinating service availability checks, preparing internal documentation, and maintaining accurate records across CRM and reporting tools.
Reporting to the Consumer Sales Manager, the Sales Support I team member will serve as a central point of coordination between field representatives and internal departments. This role requires exceptional attention to detail, the ability to manage multiple priorities simultaneously, and a strong commitment to helping the team achieve its sales and service goals.
Key Responsibilities
- Scrub weekly reports to identify relevant new MDU and Single-Family Unit (SFU) construction projects, ensuring timely awareness of opportunities for fiber deployment.
- Create and manage iVue tickets to initiate Outside Plant Engineering (OPE) site surveys, establish appropriate workflows, and inform all contingent departments at the time of ticket creation.
- Track and advance project tickets by regularly monitoring open tickets, proactively resolving issues, creating necessary reports, and ensuring tasks progress through engineering, construction, and sales support milestones.
- Perform address and order creation within CRM for MDU and SFU deployments, including bulk order entry to support service readiness and activation timelines.
- Close out completed projects by reviewing ticket details to verify that all departments have fulfilled their responsibilities and uploaded necessary documentation before final ticket closure.
- Support customer resolution efforts in MDU bulk settings by contacting customers directly to resolve backend-related service issues not escalated to or handled by Advanced Technical Support (ATS).
- All other duties as assigned
Experience & Qualifications
- Two or more years' experience in sales support, project coordination, or an administrative role, preferably in the telecommunications or broadband industry
- Demonstrable understanding of technology trends in the digital infrastructure sector and applying such technology to address customer needs and pain points
- Strong organizational skills and attention to detail; able to manage multiple tasks simultaneously and follow complex workflows across departments
- Proficiency in using internal systems such as CRMs, ticketing platforms, and databases. Prior experience with iVue or similar systems is a plus.
- Comfortable working cross-functionally with Engineering, Construction, Order Management & Dispatch, and Sales teams to support operational timelines and resolve service-impacting issues
- Able to communicate professionally with customers when needed to resolve backend service concerns not addressed by front-line technical support
- A scrappy, nimble, innovative, hands-on contributor who is not afraid to roll up their sleeves to accomplish goals and has a passion for competing and winning against larger players in the market
Measuring Success
- Accuracy and Timeliness of Ticket and Order Processing: Completes iVue tickets, address creation, and bulk order entries with high accuracy and urgency, helping to ensure MDU and SFU builds are activated at least one month prior to occupancy.
- Proactive Issue Resolution and Follow-Through: Actively monitors open tasks and tickets, ensuring project milestones are met and intervening when workflows stall.
- Support Effectiveness and Internal Responsiveness: Provides consistent and dependable administrative support to the Consumer Sales Team, helping field reps and managers stay informed and productive.
- Contributing to and Developing a Performance- and Results-Oriented Culture: Demonstrates accountability, supports team outcomes, and continuously looks for ways to improve processes.
- Behaviors That Are Aligned With and Strengthen Company Values: Upholds integrity, collaborates across teams, and supports exceptional customer experiences in all backend functions.
Location, Work Environment & Physical Requirements
- This is an in-office role in any current Lightcurve office location.
- Occasional field work may be necessary. This may take the form of onsite customer events or site visits to facilitate installations.
- Our workspaces are collaborative and customer-focused, with a commitment to professional growth and team support.
- Prolonged periods of screen time, keyboarding, and extended sitting may be required.
- Occasional overtime or weekend shifts may be necessary to meet peak workload demands.
Compensation
- The pay range for this hourly position is $22.27 – $30.13 per hour
- 10 paid holidays per year
- 4 weeks paid time off per year, prorated
- Medical, dental, vision, and life insurance
- 401(k) with company match
- Employee Assistance Program
- Travel reimbursement with manager approval
Lightcurve is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.