Telephone & Data Systems Customer Service Representative in Billings, Montana
Are you ready to help us open a brand new retail location?
Our Customer Service Representative is a hybrid, cross-trained, multi-skilled agent. You are capable of handling first level escalated Retention, Sales and Customer Care calls interactions for residential customers, face to face and over the phone.
Start date: Wednesday, January 5th, 2022.
Sign-On Bonus of $1,000 (paid after first 30 days of employment)
Work Location: 904 Main St. Ste 3, Billings, Montana
Your primary responsibility is to protect 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. You also are able to promote services as well as sell to new prospect customers.
You must continually demonstrate strong sales skills in the areas of as well as negotiation and save techniques. Furthermore, interpersonal communication and& 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.
TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to nearly 1,000 rural, suburban, and metropolitan 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 1 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
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 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.
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.
Special Projects as assigned by MSCO CCO Supervisor – Consumer Specialist
Keeps current with Promotions, Products and processes necessary to meet or exceed performance metrics.
1+ year’s in a customer service or sales role.
2+ years computer experience with Microsoft Office Suite (includes applications like Outlook, Word and Excel).
Must follow the TDS attendance guidelines to meet our customers’ needs.
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.
As 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 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!
Requisition ID: 2021-18231
External Company URL: www.tdsinc.com
Sign-On Bonus $: 1000 (paid after first 30 days)