Customer Repair Advisor II

TDS Telecom Madison , WI 53706

Posted 6 days ago


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.


  • Start Date: June 22, 2020
  • $16.20 an hour starting pay + $1,000 Sign-On Bonus!
  • Starting shift times will vary with many having evening and weekend hours (additional $1 for shifts starting after 11am)
  • We expect perfect attendance during training to support your success. If you can commit to being here, we can commit to helping you create the life you want with the pay you deserve!


  • 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

  • Create and make changes to customer accounts for , ISDN services, internet services, email , business data, TDS TV/Video and Inside Wire Protection Plan

Participate in project team initiatives and subject matter expert tasks

  • Application testing

  • 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.


Required Qualifications:

  • 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.

Other Qualifications:

  • 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

Customer Focus

  • 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

  • Maintain confidentiality


  • 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.

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Customer Repair Advisor II

TDS Telecom