About the position
The Consumer Sales Representative-Retail is a key contributor in TDS's overall consumer strategy to grow, delight and retain our customers. Our motto is to grow revenue and achieve sales goals by providing exceptional customer service. The Consumer Sales Representative-Retail handles customers that walk-in to our Retail stores as well as handles inbound customer calls when no customers are in the office. This position is the primary point of contact for consumer customers inquiring about products and services. This position takes ownership of thoroughly understanding the features and benefits of all the consumer products and services we offer. The Consumer Sales Representative-Retail also keeps current on all pricing, procedures, promotions, tools, and systems used to place orders, update billing and maintain record of customer contacts. In addition to base pay and an excellent benefits package, the Consumer Sales Representative-Retail is assigned monthly sales goals established for key strategic products such as Voice, High Speed Data, TV, Mobile, and Strategic product sales. The Consumer Sales Representative-Retail must meet these goals and maintain customer service quality expectations for additional commission incentive programs.
Responsibilities
- Deliver Sales & Retention Results through Providing Exceptional Customer Service: Exceed or Meet Monthly Sales Goals of Strategic Products such as but not limited to, Voice, High Speed Data, TV, Mobile, and Internet Content Product Offerings through face to face and over the phone interactions.
- Exceeds retention goals, by using save techniques that involve negotiation & interpersonal communication skills to prevent customer churn.
- Delight and retain existing customer base by consistently providing exceptional customer service on all billing inquiries, seasonal service requests, toll inquiries, and other miscellaneous inquiries.
- Consult with customers on service calls to identify customer technology needs and offer TDS product solutions they may not currently have and/or we can offer at a better value.
- Closely follow cash management procedures to assure accuracy in all cash and payment handling from customer to deposit.
- Resolve construction related issues in specific markets by creating and completing Triage tickets.
- Keep current with Promotions, Products and Technology necessary to Exceeding or Meeting Sales and Retention Goals.
- Handle retail office responsibilities such as restocking supplies, unlocking and locking office, maintaining office cleanliness, participating in community events, and working with other departments to coordinate use of space.
- Complete special projects as assigned by Supervisor.
Requirements
- 1+ years' experience in a sales or customer service role.
- 2+ years computer experience (may include order applications, Microsoft Outlook, Word, or Excel).
- Must follow the TDS attendance guidelines in order to meet TDS's business needs.
Nice-to-haves
- 6+ months experience in a fast-paced environment managing multiple tasks.
- 6+ months experience working with detailed data.
- Ability to meet or exceed sales goals.
- Demonstrate strong negotiation, selling and closing skills in reselling the service to customers who are requesting to disconnect their service.
- Ability to handle a high volume of phone calls in a structured, contact center environment.
- Understanding of the telecommunication industry.
- Understanding of telecommunication products and services.
- Excellent interpersonal communication skills (i.e., verbal, written, listening).
- Problem solving skills (i.e. customer complaints, competitive issues).
- Successful completion of classroom training will be required.
- Demonstrated success in a competitive sales environment.
- Able to Work Overtime with Advance Notice.
- Ability to Work shift with ending time of 8:00 p.m. CST and a potential Saturday rotation.
- Experience working with escalated customer issues and problem resolution both over the phone and face to face.
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)
