Entry-Level Customer Support Specialist

Telecom Brokerage Inc - Rosemont, IL (30+ days ago)4.0

Join the technology industry. Start a career at TBI! Our organization is built for growth. Growing partnerships. Growing technology relationships. And most importantly, growing careers. We foster an environment where those new to the industry have access to industry leaders, channel insights and resources for career-pathing.

TBI is one of the nation’s leading third-party technology distributors. For more than 25 years TBI has been assisting IT consultants, VARs, MSPs and more than 2,500 other industry professionals to source, advise and quote the right customer solutions.

TBI serves as our partners' advocate, ensuring the most competitive prices and trouble-free provisioning of cloud, internet, data, mobility, voice, and managed services from over 70 service providers. Through a variety of training programs, marketing support, and back-office tools, TBI empowers our partners to be the foremost authority and single source provider for all of their customers' technology needs.

Position Summary:

As an Order Entry Analyst, you are responsible for assisting Partners with various types of sales opportunities. You provide TBI’s partners with pristine service regarding provider management, products expertise, and pricing procurement.

Essential Functions and Responsibilities:

  • Secure pricing and generate quotes quickly and accurately from different providers through provider tools or via direct communication with provider
  • Recommend carriers based on product, footprint, premium/preferred
  • Use up-to-date knowledge of current special provider offerings/promotions
  • Attend all approved trainings and complete all required certifications and tests
  • Maintain an organized inbox at all times
  • Work with agent and channel manager in providing recommendations for technology solutions
  • Present pricing in a clean and coherent template
  • Adhere to follow up and escalation guidelines to provide pricing in the quickest time possible
  • Assist partners/customers with questions pertaining to the pricing, products and carriers quoted
  • Enter all transaction information into NetSuite in a quick and timely manner, as defined by internal SLAs
  • Work with Orders Team for smooth transition from quote to order, as defined by internal SLAs
  • Consistently meet goals set by managers measured by the following metrics:
  • Time to “received”
  • Time to “in progress”
  • Time to “complete”
  • Random sampling check of quotes to check customer service standards * Develop and maintain positive relationships with internal personnel, partners, and providers
  • Ability to be self-motivated and adaptable to complete complex tasks and tasks outside of normal responsibilities
  • Independent person with the aptitude to create protocols for follow-up correspondence
  • Adhere to escalation policies
  • Utilize tools (Excel, Outlook, NetSuite, etc.) to manage large opportunities and create files to be informative and concise for our customers
  • Consistently drive providers to perform above and beyond for the partner

Job Requirements:

  • HS Diploma or equivalent, Bachelor’s degree preferred
  • Minimum of 1-3 years of relevant customer service experience
  • Strong relationship building and time management skills
  • Strong written and oral communication skills
  • Strong attention to detail and follow-up
  • Excellent organizational skills
  • Problem-resolution skills
  • Proficient in MS Outlook, Word, and Excel

What’s In It For You: Team TBI Health & Wellness Benefits

  • Shared cost health insurance through Blue Cross Blue Shield
  • Choice of health insurance plans
  • Flexible spending account
  • Dental
  • Vision insurance
  • Company paid life insurance
  • Company paid long-term disability insurance
  • Short-term disability insurance
  • Domestic partner benefits
  • TBI Fit wellness program
  • Paid maternity and paternity leave
  • Company Gym Membership

Additional Team TBI Benefits

  • 401(k) savings plan with company match
  • Extensive growth opportunities
  • Generous PTO and paid holidays for full time employees
  • Extra cash opportunities through company points program

Candidates for all positions with TBI must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for any positions with TBI.

TBI is an equal opportunity employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of their race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.

Job Type: Full-time

Salary: $16.00 /hour


  • Customer Service: 1 year (Required)
  • Data Entry: 1 year (Required)


  • High school (Required)

Work authorization:

  • United States (Required)