Retail Customer Service Specialist

• Pay rate: $19.88 per hour.
• $1,000 sign-on bonus (paid in full after 30 days of employment).

Work Schedule: After the first three weeks of paid training, your scheduled shift will be Monday through Friday, 9:00am-6:00pm with a rotating Saturday of 8:00am-5:00pm.

• Full benefits package, including Medical, Dental, Vision, and life insurance that start on Day 1!!
• Vacation and sick time accruals beginning day one of employment.
• Associate discounts on eligible TDS products and services.

• 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.

• 1+ year’s in a customer service or sales role.
• 2+ years computer experience (may include order applications, Microsoft Outlook, Word, or Excel)
• Must follow the TDS attendance guidelines to meet our customers’ needs.

• Ability to meet or exceed sales goals.
• Demonstrate strong negotiation, selling and closing skills in reselling the service to customers who are requesting to disconnect their service.
• Excellent interpersonal communication skills (i.e., verbal, written, listening).
• Possess a strong sense of customer focus.
• Must possess strong decision making and problem-solving skills.
• Ability to handle a high volume of phone calls in a structured, contact center environment.
• Experience working with escalated customer issues and problem resolution both over the phone and face to face.
• Must show the ability to be flexible in roles, schedules and situations with customers.