At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

As Coordinator- Centralized Drop Team, you will be responsible for the coordination of centralized processes related to service drop installations, supporting multiple external vendors and internal teams. This position is involved in several aspects of the Out of Territory (OOT) residential, commercial, and multi-dwelling/multi-tenant (MDU/MTU) processes.

Your duties may cover areas pertaining to drop order placement with vendors, permitting with municipalities and other utilities, answering customer inquiries and remediation requests, processing inventory, or processing aged orders delayed due to drop challenges. This position requires close alignment with Field Services, Sales, and other teams within TDS.

In this position, you will require a high level of organization and multi-tasking ability. You will work in multiple TDS applications and interact with both external customers and internal associates. It is expected that this role will change and develop over time as the processes for the team and the field evolve.

As Coordinator- Centralized Drop Team, this position focuses on a specific job function sub-area known as the Enablement process. You may also be asked to move between other sub-areas, such as ROE (“Right of Entry”) and Enablement, based on the needs of the business. The expectation is that prior expertise and knowledge already exist, allowing for the immediate ability to handle requirements.

 Drops

• Manage drop process for all residential drops for OOT markets in addition to the Commercial/MDU drops nationwide.
• Create all drops requests and coordinates work with multiple drop contractors using various applications (CustomerLink, AGOL, SA, LCM, SharePoint, etc.). This work is highly detailed and involves utilizing multiple applications to review drop placements before handing them off to contractors. It also includes managing the drop permit process, coordinating with municipalities, submitting permits with the necessary supporting documents, approving invoices, and more.
• Manage UTS Queue (Triage team) and follows up with drop contractors daily. Process all IUTA usages related to drop inventory.
• Provide timely reporting to all drop contractors on upcoming installs and drop due dates.

This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.

• Manages all tasks related to the enablement of addresses in OOT markets and supports some activities in Fiber Deeper areas (MDU/Commercial).
• Contacts customers, tenants, building owners, developers, etc. to manage site surveys, installations, and ongoing work to the premise. Ensures customer needs are met and errors are being resolved promptly.
• Works with 3rd party vendors daily to stay in alignment on all open tasks, completed assigned tasks, & continually reviews invoicing and forecasting.
• First point of contact for internal and external partners involving Drops, Commercial PON orders and MDUs for the enablement of the building.
• Applies technical knowledge of products and systems to enter Engineering Work Orders (EWOs) into MetaSolv with limited information received from property owner. This activity includes but is not limited to interpreting and verifying buildings, addressing, and contact information are reflected correctly in the applicable systems. Also, additional activities include but are not limited to selecting provisioning plans, task generation for all departments within TDS, problem solving and troubleshooting with other departments within TDS. Responsible for accurate and timely EWO generation. Manages multiple EWO tasks and follow up on work that is time sensitive, taking necessary actions to update the order entry system to ensure timely delivery of services to customers.
• Reviews and updates orders daily to ensure proper appointment date and time, order status, job code, and other identified order quality criteria.
• Promptly handles Open, Incomplete or Rejected orders.
• Provides information and direction to Field Services and other departments (Sales, APC, etc.) as requested. Applies advanced knowledge of Dispatching System, workflows and processes. Navigates facility-based systems and interprets data to diagnose and provide direction, as needed. This work often requires oral and written communications to multiple departments.
• Initiates all EWOs within MetaSolv and further manages all queues within MetaSolv & UTS as required.
• Completes all administrative work related to job duties and documents results as needed.
• Manages record updates to various applications including MetaSolv, AGOL, Service Availability, SharePoint, LCM, Clarity, UTS, & future applications.
• Manages inventory levels for materials used by field services and coordinates product review for types of materials used in enablement of addresses.
• Works cross functionally with all TDS teams to ensure continual enablement of addresses. This includes marketing opportunities, status updates, resolving questions/concerns, etc.
• Provides support for contingent worker process, unit-based billing, contract review/negotiations, product recommendations, reporting, etc.

The functions listed above are intended to describe the general nature and level of work being performed by associates assigned to this job. They are not intended to be an exhaustive list of all responsibilities; other duties may be assigned.

Required Qualifications

• Associates degree (or higher) -OR- 2+ years professional work experience.
• Must follow the TDS attendance guidelines in order to meet TDS’s business needs including but not limited to our obligations to our customers and to our customers’ needs.
• 3 + years administrative support with internal and external customer experience OR current military service, or prior military service with honorable discharge.

Other Qualifications

• Ability to manage multiple projects simultaneously and take on increasing responsibilities as they evolve over time.
• Knowledge of Microsoft Office Suite products.
• Understanding of telecommunications industry, products and services.
• Ability to adapt to rapid changes.
• Excellent interpersonal communication skills (e.g., verbal, written, listening).
• Problem solving skills (e.g., customer complaints, troubleshooting).
• Multi-task management skills.
• PC computer skills.
• Time management skills.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!

Associates scheduled to work 20 or more hours per week have access to:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs

 Associates working 30 or more hours per week additionally have access to:

• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more! 

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Pay Transparency

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.