Retail Consumer Specialist

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: 1490 Oneida St, Suite 300, Menasha, Wisconsin

Work Schedule: After the first three weeks of paid training, your scheduled shift will be Monday through Friday, 9:00am-6:00pm CST with a rotating Saturday shift.

But wait, there's more!

• Full benefits package, including Medical, Dental, Vision, and life insurance.
• 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.

• 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.

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.

Physical Demands 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 job.

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!

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.