Inside Sales & Support

Organization Role

The Inside Sales & Support Representative (Level I) serves as a primary point of contact for customers and internal teams, providing transactional, account, digital access, and first-line technical support across multiple business systems. The representative manages assigned work from intake through resolution, processes transactions, documents activity accurately, and partners with internal teams, including Development, when issues require escalation, testing, or process improvement.

Responsibilities

• Respond to customer inquiries via phone, email, and web-based channels professionally and in a timely manner
• Process orders, account updates, and related customer transactions accurately across business systems
• Assist customers with website navigation, account access, digital product access, and basic technical issues
• Troubleshoot customer, account, and system issues by gathering relevant information, identifying potential causes, applying established troubleshooting steps, and escalating unresolved or complex issues with complete documentation of symptoms, steps taken, and results
• Manage assigned cases and maintain accurate, complete documentation across CRM, order management, and related systems
• Prioritize work based on customer needs, urgency, and business impact while meeting service expectations and deadlines
• Partner with internal teams to support issue resolution, order processing, and operational workflows
• Identify and escalate potential sales or account opportunities to appropriate teams.
• Maintain knowledge of products, systems, and processes through required training, coaching, and available knowledge resources
• Identify and communicate opportunities to improve processes, documentation, workflows, or system usability.

Minimum Requirements

• Associate degree or an equivalent combination of education, training, and relevant experience
• 1-3 years of experience in customer service, sales support, administrative support, or a related customer-facing role

• Experience using business systems or software applications, with the ability to navigate and troubleshoot web-based applications and customer account issues.
• Strong problem-solving, organizational, and prioritization skills, including the ability to manage multiple priorities and recognize when additional investigation or escalation is needed
• Strong written and verbal communication skills and proficiency with Microsoft 365 applications
• Must be fluent in both English and Spanish (spoken and written) to effectively communicate with Spanish-speaking customers, clients, or stakeholders.

Preferred Qualifications & Competencies

• Bachelor's degree in business, communications, operations, or related fields.
• Experience in customer support, service operations, order processing, or CRM platforms such as Salesforce.
• Demonstrated ownership, collaboration, learning agility, and ability to identify opportunities for improvement.

This job description is not intended to provide an all-inclusive listing of related job activities. Associates may be requested by management to perform other related activities in place of or in addition to those representative activities noted above.