Customer Repair Advisor II

TDS Telecom Madison , WI 53706

Posted 6 days ago

Overview

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.

Details:

  • 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!

Perks:

  • 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!

Responsibilities

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.

Qualifications

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

Troubleshooting

  • 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

Attitude

  • 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.

Benefits

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.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Bilingual (Spanish) Customer Service Advisor CO NE Or WI

Nelnet

Posted 1 week ago

VIEW JOBS 5/13/2020 12:00:00 AM 2020-08-11T00:00 Overview Respond to incoming borrower interactions (inbound & outbound calls, web-chats) and provided follow-up on inquires as needed. Bilingual (Spanish) positions available in Aurora, CO, Lincoln, NE, Omaha, NE and Madison, WI. If you are looking for: A comfortable, yet professional work environment * Competitive pay * Benefits including medical, dental and vision, as well as, tuition reimbursement, generous ETO, paid holiday's, and much, much more * A company that invests in its employees, including their growth within the company, and also invests in our community through various volunteer opportunities Nelnet is searching for full-time Spanish speaking Student Loan Advisor's. When borrowers of Federal student loans have questions or concerns, they call in to our Student Loan Advisor's for support. An Advisor's job is to assist people in finding a solution in an efficient, accurate and courteous manner. Some of the Student Loan Advisor's job duties include billing assistance, payment plan inquiries and requests, and account maintenance. Please note: Due to the current pandemic circumstances, training will be conducted virtually; in the convenience of your own home! To ensure you are set up for success during training, you will need access to reliable high speed internet as well as a place in your home to attend training without interruption. All of the necessary computer equipment, headset and training materials will be provided. The opportunity to continue working from home may extend beyond the training period, however, this position will reside in a Nelnet office as soon as our associates return to the office. This position requires work in support of the Company's contract with the United States Department of Education ("ED"). As such, the United States Government requires that any applicant for this position must complete United States Government security clearance. Effective June 1, 2018, ED has informed Nelnet that security clearance applications for foreign nationals are not being accepted or processed. In light of this direction from ED, Nelnet will be unable to hire applicants without United States citizenship for such positions. Training class to start June 22nd - Training hours will be Monday-Friday 8:00AM to 4:30PM Responsibilities Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy Contribute to Continuous Process Improvement Ensure integrity of date and information Update information on accounts in the Loan Servicing and/or consolidation systems. Perform other tasks related to resolving customer needs, by displaying ownership on escalated calls. Contact customers on accounts, including outbound customer contact when appropriate. Negotiate transactions in accordance with established laws, regulations , and policies, Serve as a resource person with them as needed, including assisting new associates with training needs. Qualifications EDUCATION: High school degree or equivalent required. EXPERIENCE: 1 to 3 year customer service experience and/or general office experience preferred. COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES: Knowledge of student loan industry, Loan Servicing and/or Originations systems preferred. Service Excellence Strong oral and written communication skills Listening comprehension, reading comprehension Teamwork Accuracy/Attention to Detail Work with MS Office Business Math Problem Solving Managing Multiple Priorities EEO Statement Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Talent Acquisition & Recruiting. Nelnet is a drug free and tobacco free workplace Nelnet Madison WI

Customer Repair Advisor II

TDS Telecom