Specialist-Sales Order Support

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. As a Specialist-Sales Order Support you'll provide support for customer order processing and order management activities. The position coordinates order creation, submission, and issue resolution for commercial and residential services while supporting sales teams and field technicians to ensure orders are processed accurately and efficiently. Technical knowledge of products and systems is expected to perform functions. Effective communication with internal departments and external customers across multiple channels is critical to providing necessary support. This position has the ability to work remotely in any of the states in which TDS Telecom operates.

Requirements

Associates degree (or higher) -OR- 2+ years professional work experience.
2+ years’ experience in telecommunications.

Nice To Haves

Ability to plan, organize, and control multiple tasks and projects.
Ability to resource, organize and deploy a strong team and foster a spirit of team play.
Knowledge of appropriate tools for the system(s) preferred, which may include Project, Word, Excel, and PowerPoint.
Ability to rapidly assimilate key business objectives of the business unit being supported by the project.
Proven track record of accomplishments in the responsibilities listed for this position.

Responsibilities

Create and submit service orders.
Enter orders into order entry system with limited information received from Sales.
Coordinate bulk orders received from Sales teams by creating linked accounts in hierarchical order.
Assign network hardware and equipment based on account type and compatibility with bulk accounts.
Process specialized order types such as pre-sale orders and manually submitted web orders.
Review orders for accuracy and completeness prior to submission.
Investigate and resolve moderately complex order issues resulting from system errors or processing exceptions.
Process standard service order modifications, including updates to equipment or non-contractual products, in accordance with documented requirements.
Recreate or submit orders following service disconnects or account reinstatement when appropriate, escalating non-standard or high-risk situations for review.
Monitor internal problem orders/customers, follow up and ensure progress is being made to resolve issues.
Verify orders contain all requirements to be provision service to the customer as requested.
Provide support for orders requiring additional attention after submission.
Assist field technicians with order updates or corrections while on site.
Contact customers to schedule or reschedule appointments.
Keep up to date on new product offerings and process changes associated with products and apply this information to order provisioning processes.
Assist with operational initiatives and system or service transition projects.
Contribute to process improvements related to order processing and workflow efficiency.
Train and mentor new associates on Order Processing and Administration, Order Resolution and Modification, and Sales and Field Operations Support processes and procedures.