Sales & Operations Support Representative

Lumos is looking for a full-time Sales and Operations Support Representative! If you are an experienced sales and support rep who’s excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you!

The Sales and Operations Support Representative plays a vital role in ensuring a smooth and efficient customer journey. This position is responsible for reviewing all orders submitted through inside sales for accuracy, processing and scheduling them for inside sales and retail stores and performing final checks to ensure services are billed correctly and on time. You’ll support customers during the installation process by providing timely reminders and ensuring buried work is completed. Collaborate with internal teams to create project timelines, identify barriers in the installation process, and resolve or escalate issues as needed. Own the customer experience from start to finish, ensuring satisfaction at every step.

***Remote Position: Preferred within commuting distance of: Daleville, VA or Waynesboro, VA***

Company Summary

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio and Kentucky.

We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That’s why we’re building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things – the future. Because whatever the future holds, Lumos makes it faster.

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We’re passionate about our customers’ experience. Their futures don’t stand still, and neither do ours. We’ll never stop reinventing ourselves to meet our customers’ evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people’s lives.

Essential Functions

• Review and process orders for inside sales, retail stores, and account executives, scheduling them accurately using ICMS and OPS calendars.
• Enter data with precision into systems like Wizard, ICMS, Granite, Yoda, Salesforce, and IQ, ensuring every order is detailed and accurate.
• Verify technician completions and ensure records are correct before moving orders to the closing stage.
• Share updated schedules daily with service operations.
• Monitor all orders in progress, keeping track of due dates, providing updates to customers, and collaborating with relevant sales channels.
• Partner closely with Service Activations to ensure service installations run smoothly.
• Make proactive reminder calls to customers before their scheduled installations.
• Coordinate residential projects by scheduling and managing orders.
• Ensure timely service deactivation during DNP cycles.
• Close orders promptly to ensure on-time billing and verify all billing is accurate.
• Review the final stages of orders to guarantee completeness.
• Handle service transfers, miscellaneous projects, and accurate record-keeping.
• Maintain updates for systems like Lumos Number Management, 911 Coordinator, 800 Numbers, and Directory.
• Perform additional duties as needed to support the team’s success.

Knowledge, Skills, and Abilities Required                                  

• Exceptional verbal and written communication skills to connect effectively with customers and internal teams.
• Proven ability to adapt and adjust in real-time to address challenges and find solutions.
• Proficiency in MS Office, particularly Excel.

Other Experience & Requirements

• 2 years of billing experience and familiarity with telco operations, plant records, or order flows.
• Proficiency in MS Office, ICMS, IQ, Wizard, Yoda, and Salesforce
• Excellent interpersonal, organizational, and time-management skills, with a demonstrated ability to lead and strategize effectively.

• Prior experience in fiber or telecom is a plus.

Physical Requirements

• Frequent periods of working at a computer with consistent use of a keyboard and other peripherals.
• Continuous engagement of vision, speech, hearing, and reasoning to perform tasks effectively.

Benefits & Perks

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off and 4 Paid Holidays / 8 Personal Days.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life’s challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.