• Business Support Advisor

    Job Locations US-WI-Madison
    TDS Telecom
  • Overview

    The Business Support Advisor is a key contributor in #TDS’ overall strategy to grow, delight, and retain our business customers. This contact center position investigates and resolves commercial billing concerns and inquiries and works with the customer and various interdepartmental groups, (i.e. Sales, Product Management, Legal, IT and Tax Knowledge Center, and etc.) until a mutually satisfactory resolution is achieved. Examples of requests include, but are not limited to, the following: tax exemption status changes, change of liability, billing errors, pricing disputes, toll fraud, directory advertising concerns, and bill reprints.


    This role is part of a team that is the primary point of contact for any commercial billing related projects or audits within TDS Wireline, Cable, and Bend billing and ordering systems.  This position also supports order entry into multiple systems, working with sales, and other functional department services. The advisor position is a key resource for process and procedure adherence, and for making recommendations for improvements.


    • Take the lead role and manage customer billing concerns including: investigate billing disputes, early termination charges and/or errors submitting the necessary requests to resolve, negotiating customer credits as needed. Locate customer service agreements, conducting bill reviews, setting customer expectations regarding toll fraud, set customers up for online billing, or providing bill reprints as requested.
    • Process orders for Business customers whose accounts were disconnected for non-payment, process e-Rate & Rural Health Care Funding claims and Change of Liability requests and any tax exemption paperwork
    • Contact customers regarding requests from other carriers, including Pic change & port-out requests. Place orders as necessary to change Pics, billing and / or service address.
    • 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
    • Maintain personal knowledge and performance on product and service offerings (including new and upcoming services, products and promotions & TSA’s), contact information, contact database(s), and activity and outcome reporting.


    Required Qualifications:

    • 1+ years telecommunications, customer service, OR billing


    Other Qualifications: 

    • Ability to adapt to rapid change and fast-paced environment while incorporating time management skills.
    • Working knowledge of Microsoft suite of products, as well as ordering and billing systems, and customer information systems.
    • Advanced sales and/or customer service skills.
    • Experience in a direct sales program preferred.
    • Associates degree preferred.
    • Familiarity with products and services offered by the Company.
    • Excellent interpersonal communication skills (verbal, written, etc.).
    • Ability to establish and maintain excellent working relationships.


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