Business Support Specialist

Job Title:            Business Support Specialist

Wage:                  Starting at $20.75 per hour, DOE

Department:     Business Services

FLSA Status:    Non-Exempt

Reports To:       Business Services Supervisor

Location:           Willcox HQ

Approved By:   Lana Estes

Summary

The Business Support Specialist provides administrative, sales, and operational support to the Business Services team. This position serves as a primary point of coordination between business customers, sales representatives, and internal departments to ensure timely communication, accurate documentation, and exceptional customer experience throughout the sales and service lifecycle. The Business Support Specialist plays a key role in supporting revenue growth, maintaining accurate business records, processing service orders, preparing customer proposals, and assisting with the successful delivery of Valley's business products and services.

Duties and Responsibilities (May include but are not limited to the following. Other duties may be assigned).

• Actively encourages teamwork, open communication, and cooperative interaction by promoting a positive work environment that reflects the company’s mission, values and management goals.

• Support sales and marketing initiatives by assisting with customer outreach, lead generation activities, promotional campaigns, and business development efforts.
• Assist in gathering customer feedback and market intelligence to help identify technology and telecommunications needs and opportunities for business growth.
• Maintain the Sales Database (CRM) by accurately entering, updating, and managing customer information, sales activities, opportunities, and communications.
• Capture and document all relevant customer interactions to ensure accurate records, improve productivity, and support ongoing customer relationship management.
• Prepare business service quotes, proposals, contracts, and supporting documentation for customers and prospects.
• Coordinate and process all sales-related paperwork and service orders to ensure accurate and timely implementation of customer services.
• Provide administrative support to outside sales representatives by preparing documentation, organizing files, tracking opportunities, and assisting in closing sales.
• Prepare monthly sales activity reports, performance summaries, and supporting documentation for leadership and Board reporting.
• Maintain a thorough knowledge of all Valley products, services, pricing, promotions, policies, and service capabilities to effectively support customers and the sales team.
• Monitor competitor products, pricing, and industry trends and communicate relevant information to management.
• Assist in achieving departmental sales goals and key performance indicators through proactive sales support and customer follow-up activities.
• Build and maintain positive relationships with business customers by providing responsive, professional, and solution-oriented service.
• Coordinate with internal departments to ensure customer requests, installations, service changes, and projects are completed accurately and efficiently.
• Attend company meetings, customer events, trade shows, and community functions as assigned.
• Stay informed on telecommunications, managed IT, cybersecurity, and emerging technology trends relevant to business customers.
• Communicate customer concerns, opportunities, and business issues to management and appropriate departments to improve service delivery.
• Maintain strict confidentiality of customer information, company records, pricing, and proprietary business information.
• Provide exceptional customer service and administrative support to all departments while maintaining a high degree of professionalism.
• Serve as the primary point of contact for customers by providing accurate, courteous, and timely assistance with service inquiries, account requests, billing questions, and technical support.
• Process new service requests, service changes, disconnects, transfers, and other customer account transactions accurately and efficiently.
• Perform other duties and special projects as assigned.

Performance Expectations

• Maintain accurate and timely CRM records and sales documentation.
• Support achievement of departmental sales and revenue objectives.
• Deliver responsive, professional customer service to internal and external customers.
• Demonstrate strong organizational skills, attention to detail, and effective communication.
• Contribute to continuous process improvements that increase efficiency and enhance customer experience.

Qualifications

Computer Experience:  Intermediate personal computer skills including electronic mail, word processing, spreadsheet, database activity, etc.  Microsoft Word and Excel experience is desirable but not essential.

Planning/Organization: Be able to prioritize tasks, handle multiple tasks and projects simultaneously.

Language Skills:  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization.  Bi-lingual in Spanish and English is desirable and may be required depending on office location and staffing needs.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, proportions, percentages and volume.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Certificates/Licenses

Must have and maintain possession of a valid driver’s license issued by the state of Arizona. (Preferred)

Education and/or Experience

High school diploma or General Educational Development (GED) certificate and six months’ related experience and/or training.

Physical/Environmental Demands

• Stand: 1/3rd to 2/3rds of the time.
• Walk: Under 1/3rd of the time.
• Sit: Over 2/3rds of the time.
• Use of hands to feel: Over 2/3rds of the time.
• Reach with hands and arms: 1/3rd to 2/3rds of the time.
• Climb or balance: Under 1/3rd of the time.
• Stoop, kneel, crouch or crawl: Under 1/3rd of the time.
• Talk or hear: Over 2/3rds of the time.
• Taste and smell: None
• Ability to lift and/or carry up to 10 pounds: over 2/3rds of the time.
• Ability to lift and/or carry up to 25 pounds: 1/3rd to 2/3rds of the time.
• Ability to lift and/or carry up to 50 pounds: under 1/3rd of the time.
• Ability to lift and/or carry up to 100 pounds: None
• Ability to lift more than 100 pounds: None

Working Conditions

Environment: Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.  At times may be exposed to outside weather conditions during community and company functions.

Physical Activity Level: Light physical activity performing non-strenuous duties.

Manual Dexterity: Manual dexterity sufficient to reach/handle items, work with hands and operate a keyboard.

Noise: Moderate noise (examples: business office with computers and printers, light traffic).

Vision: (Any or all will be required to perform the functions of this position).

• Close Vision: Clear vision at 20 inches or less
• Distance Vision: Clear vision at 20 feet or more.
• Depth Perception: Three-dimensional vision, ability to judge distances and spatial relationships.
• Peripheral Vision: Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.
• Adjust Focus: Ability to adjust the eye to bring an object into sharp focus.

Contacts

Works with all departments and employees of Valley Telecom Group.  Works with vendors and customers.

Work Schedule/Hours

Regular (40 hours per week) with possible split days off subject to company policies.  It is also possible that this job will be required to work fewer or more hours during any given week.

Travel

Will be required to report to other Valley TeleCom Group offices and various locations as assigned.  Minimal overnight travel (up to 10%) by land and/or air