TDS is currently seeking Customer Repair Advisors to join our team in Madison and Monroe, WI
As a Customer Repair Advisor, you would join the Contact Center Team that provides 7/24/365 support of TDS customers. Specifically, you will primarily support TDS commercial customers across all markets by providing assistance to those customers who have flagship, premium and legacy products. You should be highly technical and customer focused to deliver exceptional customer service.
Discounts on TDS services in serviceable areas
Benefits start on your first day!
At TDS, we believe that diversity makes us stronger. 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. We are stronger together!
Respond, troubleshoot and if necessary generate a trouble ticket for residential, small and large business voice, data and premium product issues. This may include the following tasks:
Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine
Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup Internet, DSL, Business data, Remote PC, TDS TV/video products
Educate customers in order to reduce repeat customer calls
Defuse high tension situations by demonstrating empathy, proposing alternatives and negotiating credits when appropriate. If necessary, escalate to the next level of support
Provide account management activities per customer requests
Participate in project team initiatives and subject matter expert tasks
Assist management with technical training
Respond to customer inquiries via Right Now Web, email, chat, etc.
Knowledge Base and process document enhancement recommendations
Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs.
Associate Degree or Higher or 2 years professional work experience
1 + years of prior customer service experience
1 + years experience using a PC with various software packages
Advanced troubleshooting skills related to telephony and data products
Must follow the TDS attendance guidelines to meet our customers' needs.
Call Center or Help Desk experience
Understanding of the telecommunication industry
Understanding of telecommunication products and services
Problem solving skills (i.e. customer complaint handling, problem identification, escalations)
Experience with (but not limited to) ACD, trouble ticketing systems, billing systems, plant records or inventory systems as well as software skills in business applications, such as spreadsheets, database applications and word documents
Ability to adhere to schedule
Illustrated diplomacy, tactfulness and empathy when dealing with customers
Exemplified ability to defuse escalations and high tension situations
Well developed ability to appease customers experiencing service outages and difficulties
Ability to listen actively and ask clarifying questions to seek understanding
Experience going above and beyond duty to delight customers
Must have a genuine drive for customer satisfaction and retention
Demonstrated sales experience
Decision making and Self-Management
Skills in troubleshooting, solving problems and root cause analysis
Excellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company.
Proven aptitude to work well in a team or independently with minimum supervision
Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment
Ability to troubleshoot complex problems, analyze possible root causes and educate customers to perform troubleshooting
Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services
Interpersonal and Communication Skills
Proven history of working with diverse groups of people to accomplish goals and objectives
Strong interpersonal, verbal and written communications skills
Ability and willingness to listen actively to questions and inquires from team members, help and train other team members
Positive outlook in challenging situations.
Ability to present concerns and feedback in a constructive way
Promote strong team morale and spirit
Help others adapt to change
Champion process improvement
Lead by example - Self-motivated
Physical Demands and Work Environment. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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.
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.