Consumer Specialist-Retail - TDS Telecom

Overview

Work Location: 260 N 18th Ave West Bend, WI 53005

Type of Position: Full Time – 40 Hours per Week

Hourly Rate: $19.88

Hours: 9:00am-6:00pm with a rotating Saturday of 8:00am-5:00pm. (Every 4-6th Saturday)

What does a day in the life as a Consumer Specialist - Retail look like?!

You’ll start by getting logged into the systems before unlocking the store doors, then depending on the store traffic, you’ll initiate your day by welcoming customers either in person or over the phone. During customer interactions, your primary focus is to address their initial inquiries with a positive demeanor, displaying empathy when necessary. These interactions will include a variety of what a customer is looking for, including questions about new or existing services, troubleshooting issues or inquires about our fiber construction.

You will be expected to utilize the provided tools effectively to retain customers and boost revenue by promoting additional services. While daily tasks may vary, you will generally spend more time on call then assisting customers in person at the store. Regular ability to maintain exceptional attendance and promptness for work is significantly important in this position!

Did we mention that you’ll also be receiving these amazing benefits?

• Medical, Dental, Vision coverage starting on day 1 of employment!
• Excellent 401k plan (100% matching on 3%, 40% matching on 2%)
• 3 weeks of vacation and 2 weeks of sick time per year! 5 weeks of PTO!
• Discounts on TDS services
• Tuition assistance after working with TDS for 1 year

If you are considering jobs like Customer Service Representative, Retail Associate, Retail Team Member, or Retail Representative, then this career move would be a great fit!

The pay range listed for this position represents the low and high end of the base compensation range. However, the base pay rate offered for this position is expected to be $19.88 per hour.

TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to a mix of rural and suburban communities throughout the U.S. With 1.2 million connections, TDS is a rapidly growing technology company. Powered by fiber-optics and new industry-leading technologies, TDS delivers up to 8 Gigabit internet speeds and offers internet-protocol based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, data networking, and hosted-managed services. Visit tdstelecom.com.

Responsibilities

• Assist customers over the phone and face-to-face for Retention, Disconnect and Move order calls and walk-in requests, as well as identifying needs and selling services to both prospect and existing customers. Uses save techniques that involve negotiation & interpersonal communication skills in order to prevent customer churn. Works to ask lifestyle questions and promote services to fulfill customer needs. Is also responsible for reselling customers on the benefits of having TDS service, subsequently protecting existing revenue.
• Deliver sales and retention results through providing exceptional customer service. Exceed or meet monthly goals including increased revenue and retention metrics.
• Resolves complex/escalated customer problems in partnership with other teams to ensure long term solutions to avoid future issues.
• Resolves construction related issues in our Out of Territory markets by creating and completing Triage tickets.
• Keeps current with Promotions, Products and processes necessary to meet or exceed performance metrics.
• Handles retail office responsibilities such as restocking supplies, unlocking and locking office, maintaining office cleanliness, participating in community events, and working with other departments to coordinate use of space.

Qualifications

Required Job Qualifications

• 1+ year’s in a customer service or sales role.
• 2+ years computer experience (may include order applications, Microsoft Outlook, Word, or Excel)
• Must follow the TDS attendance guidelines to meet our customers’ needs.

Other Qualifications

• Ability to meet or exceed sales goals.
• Demonstrate strong negotiation, selling and closing skills in reselling the service to customers who are requesting to disconnect their service.
• Excellent interpersonal communication skills (i.e., verbal, written, listening).
• Possess a strong sense of customer focus.
• Must possess strong decision making and problem-solving skills.
• Ability to handle a high volume of phone calls in a structured, contact center environment.
• Experience working with escalated customer issues and problem resolution both over the phone and face to face.
• Must show the ability to be flexible in roles, schedules and situations with customers.

Do you meet all of the Required Qualifications, but aren't sure if your experience meets the Other Qualifications? We encourage you to apply! Research shows that some candidates may not apply for jobs unless they feel they meet 100% of the qualifications, when, in fact, they have the skills and experience to be successful in the role!  Experience and skills come in many different forms and may not always look identical to what we have on paper, but still lead to success in the role. If you meet the Required Qualifications and believe you have what it takes to be successful in the position, apply today! 

Benefits

Associates scheduled to work 20 or more hours per week have access to medical, dental, vision, life insurance, a 401(k) plan, and paid time off benefits such as vacation (15 days accrued per year for full-time; pro-rated for part-time associates working between 20-39 hours), sick leave (10 days accrued per year for full-time and pro-rated for all other associates), seven paid national holidays and one floating holiday, paid parental leave (2 weeks after 12 months of employment), among others.  Short Term Disability and Long Term Disability coverage is also available for associates working 30 or more hours per week and Education Assistance is available to full-time associates.  Associates scheduled to work under twenty hours per week or for a limited term (i.e. interns) are eligible for medical coverage, the 401(k) plan (if 18 or older), as well as sick leave (10 days accrued per year for full-time and pro-rated for all other associates). For more detail on the benefits we offer click here.

At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture, click here!

Pay Range (Hr./Yr.)