Service Representative is a hybrid, cross-trained,
multi-skilled agent. This person is capable of handling first level
escalated Retention, Sales and Customer Care calls interactions for
for residential customers, face to face and over the
This customer service
role is responsible for 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. Additional responsibilities would also
include promoting and demoing services as well as selling to new
The Customer Service
Representative must continually demonstrate strong sales skills in
the areas of as well as negotiation and, save techniques, and
interpersonal communication incluing problem solving skills are
critical to this role to, which will maintain long term customer
relations with the existing customer base while reducing churn and
increasing revenue. This role also requires someone who can
demonstrate independence and self-sufficiency.
Regular ability to
maintain exceptional attendance and promptness for work as these
are essential functions of this position. Absenteeism and tardiness
significantly impact the ability of the Company and position peers
to meet customer needs.
and your new teammates will start on June 9, 2021 and receive 3
weeks of paid training in in our local office. After your training,
your scheduled shift will be 9:00am-6:00pm MST with a rotating
Saturday shift of 9:00am-6:00pm MST. In this role, you will also
receive a $1,000 Sign-On
TDS Telecom, headquartered in Madison, Wis.,
employs nearly 2,700 people and is a subsidiary of Telephone and
Data Systems, Inc. [NYSE: TDS], a Fortune
1000® company. Founded in 1969, TDS Inc.
employs 9,400 people and has approximately six million connections
nationwide through its businesses U.S. Cellular, TDS Telecom,
OneNeck IT Solutions LLC, and TDS Broadband Service. TDS Inc. has
been named to several Forbes lists, including America's Best
Employers for Diversity, Best Large Employers, and Best Employers
for Women. Visit tdstelecom.com.
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
sales and retention results through providing exceptional customer
service. Exceed or meet monthly goals including increased revenue
and retention metrics.
complex/escalated customer problems in partnership with other teams
to ensure long term solutions to avoid future issues.
construction related issues in our Out of Territory markets by
creating and completing Triage tickets.
current with Promotions, Products and processes necessary to meet
or exceed performance metrics.
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.
year’s in a customer service or sales role.
- 2+ years
experience using a PC with various software packages.
follow the TDS attendance guidelines to meet our customers’
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
- Excellent interpersonal
communication skills (i.e., verbal, written,
a strong sense of customer focus.
possess strong decision making and problem-solving
to handle a high volume of phone calls in a structured, contact
- Experience working with
escalated customer issues and problem resolution both over the
phone and face to face.
show the ability to be flexible in roles, schedules and situations
and Work Environment
While 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
As a part of your total
compensation, #TDS provides a comprehensive, competitive benefit
package. The benefit plans address 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 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