Advisor-Implementation & Business Support

TDS Telecom

3d•Remote

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 an Advisor – Implementation & Business Support, you will serve as the primary post‑sale contact for small business customers, managing the end-to-end implementation of TDS service. You will coordinate new installations, upgrades, and services changes across supported products including TDS Business Voice, PON, HFC, DSL, Static IP, Wi-Fi Plus, TDS TV, Mobile, ManagedIP Essentials, and Total Talk. You will oversee order progress, ensure accurate documentation in the CRM, communicate updates to customers, and collaborate with internal teams to complete implementations. You will also provide customer training and product support related to voice, data, and mobile services. This position has a scheduled shift of Monday-Friday, 10:00am-7:00pm CST. This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.

Requirements

Associate’s degree or 2+ years professional work experience.
2+ years telecommunications, customer service, OR implementation experience.

Nice To Haves

Knowledge of customer premises equipment (CPE), including routers, PBX systems, handsets, set top boxes, and basic home wiring concepts.
Understanding of fundamental data networking and IP concepts, including the use of static IP addressing.
Familiarity with the Company’s products and service offerings.
Strong interpersonal communication and customer engagement skills, with the ability to build and maintain effective working relationships.
Ability to perform in a fast paced, rapidly changing environment.
Working knowledge of Microsoft Office and internal systems, including SABRE, DESI, INAT, Salesforce, and CustomerLink.

Responsibilities

Manage multiple commercial voice and data service orders with exceptional attention to detail across several systems.
Own end-to-end implementation process, ensuring accuracy and timely completion of orders.
Coordinate site visits, service installations details, and customers/vendor interactions.
Proactively identify, troubleshoot, and resolve issues; escalate concerns with urgency when needed.
Provide clear, proactive communications to customers throughout the fulfillment process and on installation/upgrade day.
Maintain comprehensive Customer Relation Management (CRM) records (Salesforce), including forecasting, holds, status updates, and actions taken.
Deliver exceptional customer support to assist in delighting and retaining small business customers.
Serve as the subject matter expert (SME) for small-business products and provide customer training on Business Voice, Data, and Mobile products.
Act as the primary contact for customer and vendor inquiries related to supported products and services.
Provide documentation, guidance, and configuration support for Total Talk and ManagedIP Essentials services.
Assist commercial mobile customers with service activation and setup.
Participate in meetings and working sessions related to implementation processes, procedures, and customer communication tools.
Provide ongoing feedback to improve customer experience and ensure alignment with best practices.
Maintain up to date knowledge of all products, services, contact resources, and ordering workflows to improve provisioning accuracy and implementation activities.