The Customer Repair Advisor II is a shift position within the Contact Center Team that provides 24/7/365 support of TDS customers. Specifically, this position will primarily support TDS commercial customers across all markets by providing assistance to those customers who have flagship, premium and legacy products in a single line of business, Cable or Wireline. This individual is highly technical and is customer focused on delivering exceptional customer service to these customers:
Provide first contact support for, small & large business voice, video, data and premium commercial.
Demonstrate exceptional customer service skills in order to exceed customers' expectations and to minimize escalations by taking ownership of customer reported issues.
Provide a higher level of service to commercial customers by engaging other departments on behalf of the customer to help resolve the customer's trouble.
Assist customers with Internet configurations and settings
Assist customers with product configurations and settings
Answer calls in a "Virtual Call Center" environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved
Interface between customers and technicians by effectively gathering the required information from customers via scripts and troubleshooting experience and documenting them in a trouble ticket.
Diagnose, troubleshoot and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements
Engage in sales to meet the customer's needs and exceed the targets set by management
Maintain knowledge of relevant TDS product offerings and technology
Responsibilities
Respond, troubleshoot and if necessary generate a trouble ticket for residential, small and large business voice, data and premium product issues. This may include the following tasks:
Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine
Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup, Internet, High Speed Internet, Business data, Remote PC, Video services, etc.
Educate customers in order to reduce repeat customer calls
Defuse high tension situations by demonstrating empathy, proposing alternatives and negotiating credits when appropriate. If necessary, escalate to the next level of support Provide account management activities per customer requests
Create and make changes to customer accounts for , ISDN services, internet services, email , business data, TDS TV/Video and Inside Wire Protection Plan Participate in project team initiatives and subject matter expert tasks
Application testing
Assist management with technical training
Respond to customer inquiries via Right Now Web, email, chat, outbound call, etc.
Knowledge Base and process document enhancement recommendations
Work off-line tasks in Right Now Web and/or in CHAT currently assigned to the Customer Repair Advisor Support team.
Contributes to overall process improvement by providing feedback to management on root cause analysis and recommended solutions
Qualifications
Required Qualifications:
1+ year customer service, help desk, troubleshooting or call center 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.
Additional Qualifications:
Advanced troubleshooting skills related to telephony and data products
Understanding of the telecommunication industry
Understanding of telecommunication products and services
Problem solving skills (i.e. customer complaint handling, problem identification, escalations)
Experience with (but not limited to) ACD, trouble ticketing systems, billing systems, plant records or inventory systems as well as software skills in business applications, such as spreadsheets, database applications and word documents
Ability to adhere to schedule
Customer Focus
Illustrated diplomacy, tactfulness and empathy when dealing with customers
Exemplified ability to defuse escalations and high tension situations
Well-developed ability to appease customers experiencing service outages and difficulties
Ability to listen actively and ask clarifying questions to seek understanding
Experience going above and beyond duty to delight customers
Must have a genuine drive for customer satisfaction and retention
Demonstrated sales experience
Decision Making and Self-Management
Skills in troubleshooting, solving problems and root cause analysis
Excellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company.
Proven aptitude to work well in a team or independently with minimum supervision
Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment
Troubleshooting
Ability to troubleshoot complex problems, analyze possible root causes and educate customers to perform troubleshooting
Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services
Interpersonal and Communication Skills
Proven history of working with diverse groups of people to accomplish goals and objectives
Strong interpersonal, verbal and written communications skills
Ability and willingness to listen actively to questions and inquiries from team members, help and train other team members
Maintain confidentiality
Attitude
Positive outlook in challenging situations.
Ability to present concerns and feedback in a constructive way
Promote strong team morale and spirit
Help others adapt to change
Champion process improvement
Lead by example - Self-motivated
Physical Demands and Work Environment. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Benefits
As a part of your total compensation, #TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options please clickhere.
At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture,click here!
