Implementation & Business Support Advisor

TDS Telecom

2d•$19 - $29•Remote

About The Position

The Implementation & Business Support Advisor is a key contributor in TDS’ overall strategy to grow, delight, and retain our small business customers. This position leads the successful implementation of services for our small business customers. These products include, but are not limited to Star Business bundle, PON, DSL, TDS TV, ManagedIP Essentials, Total Talk and analog line services. The Advisor schedules and coordinates the implementation of all new products and features. This advisor is also responsible for customer training and education to ensure successful use of services. Implementation & Business Support Advisors will ensure that they manage their assigned projects through to successful and timely upgrade/installation, which will be measured by customer feedback, peer feedback and customer survey results. The position requires teamwork both within business support as well as other peer groups throughout the organization. The ability to partner with other teams is essential to overcoming potential challenges and /or delays that may occur. Regular attendance and promptness to work are essential functions of this position. Work may be required after hours from time to time for afterhours scheduled implementations.

Requirements

1+ years telecommunications, customer service, OR implementation experience.

Nice To Haves

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.
Advanced sales and/or customer service skills.
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 SABRE, DESI, MetaSolv, Cobra, and all customer information systems.

Responsibilities

Assume primary responsibility for the successful implementation of small business voice/data products & services listed above.
Serves as the main point of contact for our small business customers, which includes using resources to answer the customer’s technical questions and keeping the customer’s apprised of the status of their pending orders.
Coordinate site visits and final upgrade/installation details with customers or their venders.
Ensure customer satisfaction throughout the entire order fulfillment process and day of upgrade/installation for the small business accounts.
Maintain detailed records of all implementation activity and installation forecast via the CRM tool (SFA).
The position is the small business product subject matter expert (SME) and customer training SME on all small business products.
The position is responsible to provide documentation and coaching to the customers who have purchased analog line features including voice mail and voice mail tree services as well as static IP.
The position is responsible for providing IP telephone and broad soft support for Total Talk customers as well as ManagedIP Essential customers.
Maintain personal knowledge on product and service offerings (including new and upcoming services, products, and promotions), contact information, contact database(s), and activity and outcome reporting.
Growing their knowledge by learning about new technology and small business products, their benefits to our customers and how they differ from one another. Doing this includes implementing the first small business orders for new markets expansions and first office applications (FOA) for new product rollouts or product changes.
Attend meetings and participate in discussions regarding new processes and procedures or customer communications tools (Marketing material, Training Material etc.) Continuous feedback in this area is essential to improving our customer’s experience.
The position is responsible for implementing orders as a result of the ACAM-Modem replacement project.