Advisor-Business Billing & Sales Support

As an Advisor-Business Billing & Sales Support (Remote) you will be a key contributor in TDS' overall strategy to grow, delight, and retain our business customers. This is a contact center position that 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 hourly rate will start at $20/hr.

You will be 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. You will ensure 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.

You will handle any commercial billing related projects or audits within TDS Wireline, Cable, and Bend billing and ordering systems. You will also support order entry into multiple systems, working with sales, and other functional department services. You will be a key resource for process and procedure adherence, and for making recommendations for improvements.

You 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.

This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.

The pay range listed for this position represents the low and high end of the base compensation range. The actual offer amount will carefully consider multiple factors, such as relevant skills, qualifications, work experience, location and/or competencies that align with the specified role. Certain positions are eligible for additional forms of compensation such as bonuses and equity awards.

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. including: 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.

Required Qualifications

• 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.

Other Qualifications

• 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.

Do you meet all of the Required Qualifications, but aren't sure if your experience meets the Other Qualifications? We encourage you to apply! Research shows that some candidates may not apply for jobs unless they feel they meet 100% of the qualifications, when, in fact, they have the skills and experience to be successful in the role! Experience and skills come in many different forms and may not always look identical to what we have on paper, but still lead to success in the role. If you meet the Required Qualifications and believe you have what it takes to be successful in the position, apply today!

Benefits

Associates scheduled to work 20 or more hours per week have access to medical, dental, vision, life insurance, a 401(k) plan, and paid time off benefits such as vacation (15 days accrued per year for full-time; pro-rated for part-time associates working between 20-39 hours), sick leave (10 days accrued per year for full-time and pro-rated for all other associates), seven paid national holidays and one floating holiday, paid parental leave (2 weeks after 12 months of employment), among others. Short Term Disability and Long Term Disability coverage is also available for associates working 30 or more hours per week and Education Assistance is available to full-time associates. Associates scheduled to work under twenty hours per week or for a limited term (i.e. interns) are eligible for medical coverage, the 401(k) plan (if 18 or older), as well as sick leave (10 days accrued per year for full-time and pro-rated for all other associates).

At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law.

TDS Telecommunications LLC (TDS Telecom/TDS) delivers high-speed internet, TV entertainment, and phone services to a mix of small to mid-sized urban, suburban and rural communities throughout the U.S. With 1.1 million connections, TDS' mission is to create a better world through its communications services. Powered by fiber-optics and new industry-leading technologies, TDS delivers up to 8 Gigabit internet speeds and offers internet-protocol based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, and data networking services. Visit tdstelecom.com.

TDS Telecom, headquartered in Madison, Wis., employs 3,400 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS]. Founded in 1969, Telephone and Data Systems provides wireless, broadband, video and voice services to approximately 6 million connections nationwide through its businesses: UScellular and TDS Telecom. Visit tdsinc.com.