• Business Support Advisor - Project Coordinator ($1000 Sign-on Bonus)

    Job Locations US-WI-Middleton
    ID
    2018-13585
    Company
    TDS Telecom
  • Overview

    Are you a people person with a love for problem solving?  If so, this may be the right fit for you!!

     

    TDS Telecom is currently hiring for a Business Support Advisor to join their team in Middleton, WI!

     

    The Business Support Advisor is a key contributor in TDS’ overall strategy to grow, delight, and retain our small business customers. This position schedules and coordinates the implementation of all new products and features for our small business customers and is responsible for customer training and education to ensure successful use of services. The advisor reviews all initial billing statements against the contract for accuracy and ensures customer understanding.

    This contact center position investigates and resolves commercial billing concerns and inquiries and works with the customer and various interdepartmental groups, (i.e. Sales, Commercial Billing Specialists, OCV, Product Management, and Tax Knowledge Center, etc.) until a mutually satisfactory resolution is achieved. Examples of requests include, but are not limited to, the following: tax exemption status changes; OCV/OMC billing errors; pricing disputes; toll fraud; directory advertising concerns; bill reprints; and ETC disputes.

     

    This role serves as a point of contact for schools, libraries, and rural health care customers (as well as USAC & SLD of the government) as they work through the funding process. The advisor ensures all the proper forms are filed in order to process reimbursement requests received on behalf of the customer and processes the requests in the form of a bill credit or a check request to the customer. The position works with Marketing, Accounting, and Finance to perform audits both quarterly and annually to ensure proper paperwork and funding is recorded.

    Responsibilities

    • Assume primary responsibility for the successful implementation of small business voice/data products & services including MIP Essentials. Ensure customer satisfaction throughout the entire order fulfillment process and day of installation. Manage the install through customer communication, timing, coordination (internal resources, OEMs and vendors), and customer training.
    • Take the lead role and manage customer billing concerns including: setting customer expectations regarding toll fraud; collecting & submitting tax exemption paperwork to the appropriate teams; setting customers up for online billing, or providing bill reprints as requested; investigate billing disputes & errors submitting the necessary requests to resolve, negotiating customer credits as needed; locate customer service agreements to discuss and bill early termination fees with customers
    • Process e-Rate & Rural Health Care funding claims working with the customer to ensure all the proper forms and timelines are followed
    • Process orders for Small & Large Business customers whose accounts were disconnected for non-payment, once payment has been received.
    • Contact customers regarding requests from other carriers, including Pic change & port-out requests. Place SFA orders as necessary to change Pics, disassociate accounts or disconnect remaining unwanted services.
    • Provide monthly referrals and lead generation to the outside and account management teams by utilizing current customer base, products and promotions.
    • 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.
    • Perform other duties as assigned by supervisor.

    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.

    Qualifications

    Required Qualifications

    • 1+ years telecommunications, customer service, OR billing and implementation experience

    Other Qualifications

    • 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;
    • Advanced sales and/or customer service skills;
    • Ability to adapt to rapid change and fast-paced environment while incorporating time management skills; and
    • Working knowledge of Microsoft suite of products, as well as SABRE, DESI, MetaSolv, Cobra, and all customer information systems.

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