Inside Sales Support Associate - Firefly Fiber Broadband

Inside Sales Support Associate

Firefly is seeking a motivated, customer focused Inside Sales Support Associate to support our growing business services team. This role serves as a critical link between our business customers, sales team, and technical operations, ensuring customers receive exceptional service from initial inquiry through installation and ongoing support.

The ideal candidate is organized, detail-oriented, and passionate about helping customers find and maximize the services that best meet their business needs. If you enjoy building relationships, solving problems, and supporting business growth, we'd love to hear from you.

Customer & Sales Support

• Support business customers by providing exceptional service and account assistance.
• Assist the Business Sales Coordinator with managing customer accounts from initial order through installation and ongoing service.
• Respond to inquiries from prospective business customers and help assess service needs.
• Conduct outbound sales calls and customer follow-up activities as directed.
• Promote customer retention and identify opportunities for additional services.

Customer Training & Account Management

• Educate customers on Firefly's business internet and voice services via phone, email, chat, and other communication channels.
• Follow up with commercial customers after installation to ensure satisfaction and address questions or additional service requests.
• Maintain accurate customer information across billing, reporting, and CRM systems.

Technical Support Coordination

• Serve as a point of contact for business customers experiencing internet or voice service issues.
• Partner with Network Operations, Network Engineering, NRTC, and other internal teams to resolve customer concerns.
• Escalate complex issues as needed and communicate updates to customers.
• Assist with scheduling commercial installations and service tickets.

Administrative & Marketing Support

• Perform data entry and account maintenance with a high degree of accuracy.
• Assist with the development and maintenance of customer-facing materials, including brochures and user guides.
• Stay current on Firefly products, services, promotions, and industry trends.
• Participate in ongoing training and professional development opportunities.

Qualifications

Education & Experience

• Associate's or Bachelor's degree, or an equivalent combination of education and experience.
• Minimum of three (3) years of customer service experience.
• Telecommunications industry experience (internet, voice, cable, wireless, or VoIP services) preferred.

Skills & Knowledge

• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and collaboration tools.
• Experience with Salesforce or similar CRM and sales management platforms preferred.
• Familiarity with customer relationship management and online billing systems.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Professional, positive approach to handling customer concerns and resolving issues.

Additional Requirements

• Valid driver's license with a safe driving history.
• Commitment to supporting the mission, values, policies, and procedures of CVEC and CVSI.
• Ability to attend occasional training sessions, meetings, and company events outside normal business hours as needed.

Work Environment

This position is primarily remote based and requires regular use of a computer, telephone, and other office equipment. Occasional travel or in-office days may be required for training, meetings, or business-related activities.

Physical requirements include:

• Prolonged sitting and computer use.
• Occasional standing and walking.
• Ability to occasionally lift, carry, push, or pull items weighing up to 10 pounds.
• Visual and auditory acuity necessary to perform essential job functions.

Must be able to pass background check. We also conduct pre-employment drug testing. Any offer will be based on the results of background and drug testing.