Customer Repair Advisor II (Remote)

Published date Posted on Indeed on Jan 14, 2022 (4 d ago)
Overview:
New Year, New Career! TDS Telecom is currently seeking Customer Repair Advisors to join our team. This is a 100% remote work from home position! We will provide the equipment!

As a Customer Repair Advisor II, you would join the Contact Center Team that provides 24/7/365 support of TDS customers. Specifically, you will primarily support TDS residential 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: Monday, February 28th, 2022
  • Starting Pay is $15.39 - $16.20 hourly
  • 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 (Medical, Dental, Health) start on your first day!
TDS Telecom, headquartered in Madison, Wis., employs 2,900 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS], a Fortune 1000® company. Founded in 1969, TDS Inc. employs 9,100 people and has approximately six million connections nationwide through its businesses U.S. Cellular, TDS Telecom, OneNeck IT Solutions LLC, and TDS Broadband Service. TDS Inc. has been named to several Forbes lists, including America's Best Employers for Diversity, Best Large Employers, and Best Employers for Women. Visit tdsinc.com.
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, High Speed Internet, Business data, Remote PC, Video services, etc.
  • 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, outbound call, 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
  • 1+ year customer service, help desk, troubleshooting or call center experience.
  • Must follow the TDS attendance guidelines to meet our customers’ needs.
Other Qualifications
  • Advanced troubleshooting skills related to telephony and data products
  • 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.

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!

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