Senior-CCO Support

About the position 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 a Senior-CCO Support, you must be fully versed in all contact center specialties of Inbound Sales, Multi-Channel Sales, Consumer Specialists, Retail, Alternate Channel Operations, and Financial Services. Additionally, based on business line – you may be required to support the field, OOT, and CLEC operations. You will be scheduled to be in Aspect taking calls from the front-line teams mentioned above, along with assisting with potential call overflow. You will also answer questions from our chat room, our email boxes, and monitor social media other teams as needed. You are the first point of contact taking customer-escalated calls when frontline Customer Care and Service Reps need assistance with getting Supervisors involved as necessary and are also the first point of contact when working with Regulatory in responding to PSC Complaints as they occur. Your primary role as a senior is to be the first point of contact for all frontline teams. You will assist with questions, provide guidance and support, explain processes, procedures, assist in trouble shooting and thinking of "out of box” solutions for all customer issues. To be successful in this role, you must have an extremely high level of knowledge of all supporting systems, based on the line of business you serve.

Responsibilities

• Assists current employees with product, order and technical issues and as first point of contact for questions. Seniors offer ideas/solutions and coaches to solve customer issues. Explains process and procedures.
• Handles first level escalations, special needs customers, pass high level escalations on to next level support or Supervisor, as necessary. Follow escalations through to resolution and provide final follow-up to customer. Gathers information and work with Regulatory on all PSC Complaint responses.
• Supplements formal HR training with initial and continuous on-the-job training to agents.
• Monitors internal problem orders/customers by working with other departments within the company to follow up and ensure progress is being made to resolve issues.
• Identifies and reports to Supervisors any emerging trends or gaps in training, communication, and team needs. Identify key process changes and implement solutions
• Monitors and replies to social media and customer email boxes.

Requirements

• 1+ year of experience in Inbound Call Center environment, including Sales, Service, Retention, or Financial Services.
• 6+ months of experience in a CRM.
• 6+ months of experience in handling escalated situations.
• 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.
• Ability to travel as business needs dictate.

Nice-to-haves

• Experience working with escalated customer issues and problem resolution.
• Understanding of the telecommunication and/or cable industry.
• Understanding of telecommunication and/or cable products and services.
• Excellent interpersonal communication skills (i.e., verbal, written, listening).
• High-level sales skills support.
• Problem solving skills (i.e. customer complaints, business office issues).
• Customer focused problem-solving skills.
• Ability to work 1st/2nd Shift hours
• Ability to work overtime, per needs of the business

Benefits

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

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