Sales Support Coordinator

Job Description

Job Description

At United Communications, we’ve been connecting Middle Tennessee communities for over 75 years. What began as a rural telephone service in 1947 has evolved into one of the region’s fastest, most reliable internet providers—recognized by Broadband Now for top speeds and customer satisfaction. We deliver fiber and fixed wireless solutions with a personal, local touch. In partnership with Middle Tennessee Electric, we’re expanding broadband access to underserved areas, making this an exciting time to join our growing team and build your career.

WHY UNITED?

• Award-Winning Culture: 2023 & 2024 Best Places to Work
• Trusted Local Employer for over 75 Years: 4.7 Google Star Rating
• Commitment to Employee Well-Being & Satisfaction: Employee-Focused Benefit Offerings
• Top 100 Fiber-To-The-Home Leader
• 401k + Match, HSA, and more!

SUMMARY

The Sales Support Coordinator (SSC) is responsible for creating an outstanding experience for new and existing customers. This role supports and coordinates residential sales orders from submission through installation. Using strong product and service knowledge combined with a friendly, local approach, the SSC provides customer support, sales assistance, order input, and administrative support to customers, prospects, and our Middle Tennessee Electric (MTE) sales channel in a fast-paced, energetic environment. 

POSITION SCHEDULE AND ONSITE REQUIREMENTS

This is a direct-hire, full-time, on-site position located in our Franklin, TN office. The typical schedule is 40 hours per week, Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional flexibility is required to meet business needs based on customer demand. 

ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties include the following, but other duties may be assigned as required.

• Respond to sales team inquiries with the goal of assisting customers with United’s products and services.  

• Provide daily sales support functions, scheduling new service installations or upgrades, rescheduling customer appointments as needed, updating sales reports and handling general inquiries by phone, text, and email.  

• Create accurate new customer orders and accounts within our billing and ordering system. 

• Maintain detailed records using company-provided laptop and software tools.  

• Ensure work orders are accurate and meet all submission criteria and compliance requirements.  

• Validate services with customers to ensure accuracy.  

• Conduct outbound cold calls to prospects to generate new business and to existing customers to promote service upgrades.  

• Navigate multiple online systems to build, track, and monitor orders while communicating with sales, operations, engineering, dispatch, facility planning, and other functional teams to ensure successful order installation.  

• Record and maintain accurate information within the ticketing system.  

• Meet scorecard productivity and order quality metrics.  

• Serve as a subject matter expert for MTE employees selling United internet services, actively monitoring the dedicated Microsoft Teams chat throughout the workday and providing timely, accurate responses to product, process, eligibility, and customer-related questions. 

• Monitor and close trouble tickets while communicating areas of opportunity to management.  

• Provide a high level of customer service.  

• Educate customers on the use of products, services, and tools.  

• Assist with the daily reporting and reconciliation of submitted, keyed, and installed orders. 

WHAT YOU BRING

Required Qualifications

• High school diploma or equivalent required.  

• One to two years of call center, customer support, or sales support experience preferred.  

• Strong customer service and sales skills with a proven ability to achieve results.  

• Proficient in Microsoft Office Suite, including Excel, email, and company support systems.  

• Strong interpersonal, verbal, and listening skills.  

• Basic math skills, including calculating discounts, percentages, interest, and taxes.  

• Organized, detail-oriented, and able to work independently with minimal supervision.  

• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.  

• Ability to work effectively both independently and as part of a team.  

• Strong written and verbal communication skills with the ability to maintain positive cross-functional relationships.  
• Demonstrates professionalism, integrity, and sound judgment.  

Our Commitment to Equal Opportunity
United Communications is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other protected status in accordance with applicable federal, state, and local laws.