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Retail Customer Service Specialist

Company: TDS Telecom
Location: Caldwell
Posted on: November 13, 2022

Job Description:

















Retail Customer Service Specialist







Job Locations



US-ID-Caldwell

















ID



2022-20807





Company



TDS Telecom





Sign-On Bonus $



1,000 (paid after 30 days)













































































Overview



















Do you want to help us open a brand new retail location? Then come join our team!! The Retail Consumer Specialist is a hybrid, cross-trained, multi-skilled agent. You will be capable of handling first level escalated Retention, Sales and Customer Care calls interactions for for residential customers, face to face and over the phone. Position Details:

  • Pay rate: $19.35 per hour.
  • $1,000 sign-on bonus (paid in full after 30 days of employment). Work Location: Caldwell, Idaho *This position will start out as work at home until the new Retail Office is ready. Once the office is ready, this will be an in office position.* Work Schedule: After the first three weeks of paid training, your scheduled shift will be Monday through Friday, 9:00am-6:00pm MST with a rotating Saturday. But wait, there's more!
    • Full benefits package, including Medical, Dental, Vision, and life insurance that start on Day 1!!
    • Vacation and sick time accruals beginning day one of employment.
    • Associate discounts on eligible TDS products and services. Essential Functions:
      • Protecting existing revenue by retaining customers that are calling asking to disconnect their service, or are at risk of leaving TDS, due to service failures, competitive offers, and billing issues.
      • Promoting and demoing services as well as selling to new prospect customers.
      • Demonstrate strong sales skills, negotiation, save techniques, and interpersonal communication.
      • Maintain long term customer relations with the existing customer base while reducing churn and increasing revenue.
      • Demonstrate independence and self-sufficiency.
      • Maintain exceptional attendance and promptness for work to positively impact the Company and position peers to meet customer needs. TDS Telecommunications LLC (TDS Telecom/TDS) delivers high-speed internet, TV entertainment, and phone services to more than 1,100 rural and suburban communities across 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 2 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 experience using a PC with various software packages.
          • 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.Physical Demands and Work EnvironmentWhile performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone. The employee regularly communicates with customers. The employee is frequently required to move about and reach for items. The employee may occasionally lift and/or move up to 25 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. BenefitsAs a part of your total compensation, #TDS provides a comprehensive, competitive benefit package. This benefit plan addresses both the immediate and long-term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits, and retirement options, please click here. At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to age, race, color, 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!





























Keywords: TDS Telecom, Caldwell , Retail Customer Service Specialist, Hospitality & Tourism , Caldwell, Idaho

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