Supervisor-Consumer Sales

TDS Telecom

6d•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? Work Location: Remote Hours: Full-time – 40 Hours per Week; 8am-5pm CST Monday- Friday with ability to work Saturday. Start Date: March 18th, 2026 Training: Paid remote training will be Monday-Friday from 9am- 6pm CST (March 18th, 2026 for 5 weeks) What You'll Do: The Supervisor-Consumer Sales is responsible for the day to day operations of a Consumer Sales Advisor team. As a result, they must be fully versed in all contact center specialties of Sales, Service & Retention. Their primary function is to coach and develop their team of consultants to meet or exceed sales revenue targets, retain customers, maximize customer satisfaction, grow the consumer customer base, achieve service level targets for calls and evaluate all aspects of consumer sales to ensure we are aligned with TDS’s Core Behaviors. The position directs, supervises, trains, and evaluates performance of staff members. They are also responsible for day-to-day application of organizational policies and procedures, customer relations and the escalation of customer complaints. The position will utilize the MOS model to ensure we are exceeding our customer’s expectations and achieving all of our revenue, churn, and performance targets.

Requirements

Bachelor’s degree (or higher) -OR- 4+ years professional work experience.
2+ years’ experience in Sales, Customer Service or Financial Services.
1+ years’ experience in a leadership role.

Nice To Haves

Experience working with escalated customer issues and problem resolution.
Understanding of the telecommunication industry.
Understanding of telecommunication products and services.
Excellent interpersonal communication skills (i.e., verbal, written, listening).
High-level sales skills.
Problem solving skills (i.e. customer complaints, business office issues).
Customer focused problem-solving skills.
May require periodic travel, up to 15% annually.
Attitude
Consistent, positive “can do” attitude.
Willingness to help others.
Training skills including communication and patience.
Promote strong team morale and spirit.
Share knowledge.
Adheres to all standard practices, including attendance and computer use.
Customer Focus
Able to diffuse high-tension situations comfortably.
Diplomatic, tactful, and empathetic.
Dedicated to customer satisfaction.
Ability to handle escalated customer calls with success, follow-through to completion.
Expertise
Proficient in all applications and tools used in the Consumer Contact Center.
Proven understanding of all internal procedures and processes.
Research issues and options before seeking help.
Excellent troubleshooting skills.

Responsibilities

Hires, motivates, and coaches a team of Consumer Sales Advisors to meet or exceed revenue targets and performance expectations, as well as reduce churn.
Utilizes the MOS model to ensure we are exceeding our customer’s expectations and achieving all of our overall revenue, churn, and performance targets.
Conducts quarterly and annual performance reviews, including individual coaching and day to day guidance.
Develops employees to ensure a high level of personalized customer service.
Ensures that appropriate training programs are implemented and attended by employees.
Conducts regularly scheduled team meetings and represents TDS at company meetings and special events.
Recognizes employees for achievements.
Handles employee issues in conjunction with Human Resources as they arise.
Approves expense reports, time reports, time off, and partners with Contact Center Operations on scheduling for team.
Reviews sales reports, churn data, operational measurements and results and implements programs and methods to improve results.
Coordinates activities that improve processes, remove barriers to our success, improve customer services, etc.
Provides resources for training as needed to develop team.
Executes and supports marketing and sales plans by enthusiastically leading employees to the achievement of team objectives.
Executes and supports plans and programs to ensure that high quality is delivered to delight our customers.
Maintains customer relations, including interfacing with the customers and handling escalated customer complaints and issues.
Participates in and supports all TDS Marketing initiatives