Business Billing & Sales Support Advisor

TDS Telecom

1d•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 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, (i.e., Sales, Product Management, Commercial Order Management, Legal, IT and Tax Knowledge Center, etc.) until a mutually satisfactory resolution is achieved. Examples of requests include, but are not limited to, the following: tax exemption status changes, change of liability, billing errors, pricing disputes, toll fraud, directory advertising concerns, and bill reprints. The Business Billing & Sales Support Advisor is part of a team that is the primary point of contact for schools, libraries, and rural health care customers, as well as USAC and SLD of the government, as they work through the funding process. The advisor ensures all of the proper forms are filed in order to process reimbursement requests received on behalf of the customer and processes the requests in a form of a bill credit request to the customer. 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 (including new and upcoming services, products, and promotions & TSA’s), 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.

Requirements

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 in order to meet TDS’s business needs including but not limited to our obligations to our customers and to our customers’ needs.

Nice To Haves

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.

Responsibilities

Take the lead role and manage customer billing concerns via phone, email and chat making sure to follow CPNI and Account Security guidelines.
Educating customers on how to read they’re monthly statements or to use online billing tools.
Must be able to understand general contract language and be able to relate it to customer’s billing statements and also accurately quoting term lengths and remaining duration of term.
Investigate billing disputes and negotiate customer credits as needed.
Manage customer’s expectations regarding toll fraud as well as other miscellaneous billing topics such as providing bill reprints as requested, billing address changes, etc.
Submit orders for Business customers including disconnect orders, install orders for customers whose accounts were disconnected for non-payment, Change of Liability/Ownership requests, PIC Changes, as well as processing any tax exemption paperwork.
Main point of contact for all e-Rate & Rural Health Care Funding customer questions regarding funding credits.
Answer general questions for customers regarding customer funding requests.
Early Termination (ETC Processing). Review Contracts (TSA, CSA, Addendum & Amendments) to calculate ETC Quote requests from customers/ sales.
Also processes final ETC calculation and provides the amount to the Billing Team via MSLV task.
Contacts customer to discuss any remaining services on account or to inform them of bundled services that will be disconnected as a result of the port out, if applicable.
Non-revenue generating project work as assigned which could include, but not limited to contacting customers, issuing orders and working with internal teams.
Perform other duties, billing projects and audits as assigned by supervisors.