[Hiring] Business Billing & Sales Support Advisor @TDS

Role Description

As a Business Billing & Sales Support Advisor, you will be 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 until a mutually satisfactory resolution is achieved. Examples of requests include:

• Tax exemption status changes
• Change of liability
• Billing errors
• Pricing disputes
• Toll fraud
• Directory advertising concerns
• Bill reprints

The advisor handles 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.

The advisor must maintain personal knowledge and performance on product and service offerings, contact information, contact database(s), and activity and outcome reporting.

Shift: This position will work 8am-5pm PST, 9am-6pm MST or 10am-7pm CST. This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.

Responsibilities

• Manage customer billing concerns via phone, email, and chat while following CPNI and Account Security guidelines.
• Educate customers on how to read their monthly statements or use online billing tools.
• Investigate billing disputes and negotiate customer credits as needed.
• Manage customer expectations regarding toll fraud and other miscellaneous billing topics.
• Submit orders for Business customers including disconnect orders, install orders, Change of Liability/Ownership requests, and PIC Changes.
• Process tax exemption paperwork.
• Main point of contact for all e-Rate & Rural Health Care Funding customer questions regarding funding credits.
• Review contracts to calculate Early Termination Quote requests and process final ETC calculations.
• Contact customers to discuss remaining services on account or inform them of bundled services that will be disconnected.
• Perform non-revenue generating project work as assigned.
• Perform other duties, billing projects, and audits as assigned by supervisors.

Qualifications

• Associates degree (or higher) or 2+ years professional work experience or current military service or prior military honorable discharge.
• 2+ years Customer service or billing experience.
• Must follow the TDS attendance guidelines to meet business needs.

Requirements

• 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.

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 (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)