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Role Description

This role involves providing support as a Senior-CCO Support, fully versed in all contact center specialties.

• Assist current employees with product, order, and technical issues as the first point of contact for questions.
• Handle first level escalations and special needs customers, passing high-level escalations to next level support or Supervisor as necessary.
• Follow escalations through to resolution and provide final follow-up to customers.
• Gather information and work with Regulatory on all PSC Complaint responses.
• Supplement formal HR training with initial and continuous on-the-job training to agents.
• Monitor internal problem orders/customers by working with other departments to ensure progress in resolving issues.
• Identify and report to Supervisors any emerging trends or gaps in training, communication, and team needs.
• Monitor and reply to social media and customer email boxes.

Qualifications

• 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 to meet business needs.
• Ability to travel as business needs dictate.
• 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

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.

• 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 (for associates working 30 or more hours per week)
• TDS Service Discounts (for associates working 30 or more hours per week)
• Education Assistance (for associates working 30 or more hours per week)
• Paid Volunteer Time (for associates working 30 or more hours per week)