Channel Support Specialist

RCN Telecom Services Wilkes Barre , PA 18701

Posted 2 months ago


This team member will play a vital role in ensuring quality and timely execution of major projects and administrative tasks specific to supporting the Partner Agent channel. Responsibilities specific to sales operations support will be the primary goal, including reporting and monitoring the efficiency and performance of the Commercial team while also continuously looking for opportunities for improvement. Provide support to the Sales Leaders and operations of the channel ranging from complex to routine projects and tasks to ensure the Channel Managers and Account Managers implement business plans, reach various goals and metrics, and maintain a focus on maximizing customers' and employees' satisfaction.

Duties and Responsibilities

  • Support day to day activities of the Agent Channel group

  • Provide guidance to Channel Managers regarding processes and procedures

  • Throughout the interaction with management and staff, this specialist will continually look to ensure team adoption of new processes and company standards, while advising on new team standards within the channel

  • Staffing analysis with recruiting, training, headcount issues and work volume via staff tracking report

  • Create and maintain multiple sales reporting dashboards while looking to improve/expand upon the data requested by the SVP. These will include but not be limited to: weekly channel sales updates, month end performance results and sales rep stack rankings, incentive performance reporting

  • Assist in the team's adoption of the CRM system which includes managing the surveys and quotes as well as various administrative needs which arise.

  • Assist with lead generation and plant mapping project and manage the integration of these with CRM

  • Manage the process of, and perform all Channel commission audits and work with payroll to ensure commission payout is accurate and on time.

  • Provide SVP with analysis and suggestions of M&P documentation and improvements; and assist with implementation when needed

  • Plan, coordinate and assist in the execution of the Commercial channel participation in local community events and ensure logistics are managed for each event.

  • Provide assistance in coordination of Business Solution event sponsorship and participation.

  • Assist with documentation for budgets and forecasts

  • Assist in development of business plans and presentations

  • General administrative/ executive assistance including but not limited to: executive travel and expense management, conference planning/management, event registration/planning, creating various ad hoc presentations and reports

  • Other duties as assigned


Education: Bachelor's Degree or equivalent


  • Experience in Telecom desired

  • Strong knowledge in CRM systems, Microsoft Office software, information systems, and organizational development

Knowledge, Skills and Abilities:

  • Professional demeanor, articulate, good listener, and conflict manager

  • High energy person with a strong willingness to complete difficult and multiple work assignments.

  • Proficient PC skills, Strong interpersonal skills and professional writing skills are essential.

  • Must be able to work a variety of hours and accept extended schedules

EEO Statement

RCN/Grande/Wave is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each other's differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

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Channel Support Specialist

RCN Telecom Services