Senior Administrator-Commercial Contact Operations Advisor Support Team (COAST)

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 Senior Administrator-Commercial Contact Operations Advisor Support Team (COAST), you will be responsible for all support help to provide Commercial Sales, (Account Executives, Managers, Advisors, SR's and Mentors) commercial support, (Project Consultants, Solutions Consultants, Sales Engineers) and Order Processing teams (OCV Advisors, Seniors, Supervisors and Managers) with necessary assistance and functional support on all strategic initiatives, processes, procedures, applications, products, financial dispute questions, billing, and promotional campaigns. You will assist with Commercial Sales/support order questions, functional application questions and investigation of billing issues, Salesforce functionality, and you will be responsible for the creation and distribution of support-related communications to Commercial Sales, support and Order Processing teams. You will provide on-going maintenance and issuance of communications to all Commercial Sales, Support, Marketing, and Order Processing teams.

Additionally, you will be responsible for functional user acceptance testing of commercial sales and order processing applications including Salesforce, Order Workbook (Microsoft Excel), SABRE, DESI, RNW/SFA, MetaSolv, Service Availability, Verigate, IMA, INAT, RMS, Customer Link, CSG, and UTS. You will work regularly with Telecom IT personnel on system trouble escalations, and application management.

You will attend PAC meetings regularly to represent and understand new commercial products, and the impact on the various systems supported and prepare new processes to support the teams.

Hours: This position has a scheduled shift of 8:00am-5:00pm Pacific Standard Time Monday-Friday.

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

Level I - III help desk support, including:
• Develops and maintains knowledge necessary to support personnel on all strategic initiatives, processes, procedures, applications, simple and complex products, and promotional campaigns. Assists Commercial Sales/Support and Order Processing associates with order processing questions, functional application support and investigation of billing issues.
• Responsible for the assembly, distribution and implementation of sales, support and system usage communication information.
• Works with the Commercial Sales team, BSSC advisors, Seniors, Supervisors and Managers to implement and find answers/solutions to billing issues and questions, service address issues, workbook assistance, order and reject help, and other specific commercial sales and support issues.
• Responsible for service address update requests and working on them with the appropriate teams ensuring system updates are made
• Responsible for CNAM escalation updates.
• Responsible for Salesforce support requests, working with Sales Operations and multiple other teams supporting the CRM tools that sales and support teams work in. Also escalating and working with various IT resources to resolve, change process, and make things better.
• Performs functional user acceptance testing as new releases become available by working closely with Telecom IS on known issues. Assists in the identification of system issues and acting as a SME in order entry and billing systems.
• Develops and maintains knowledge necessary to support strategic and complex Commercial Sales practices and procedures necessary for providing quality customer service. Creates and facilitates the rollout of new and/or revised procedures throughout the organization as needed.
• Represents, participates and works with Product Managers in the product management PAC meetings. Takes the lead for Commercial Sales and Support for all simple to complex and technical projects, works on process, and results with the team leads, participates, implements, and coordinates new product rollouts. Helps the Commercial Sales and Support teams including the BSSC teams as well, to establish a consistent sales and support method in order to capitalize on all sales opportunities and works with the Order Processing teams with implementing new processes.
• Keeps abreast of developments in new technologies, markets, and desired new applications through regular contact with customers, vendors, and peers inside and outside of TDS.

Required Qualifications

• Bachelors degree (or higher) -OR- 4+ years professional work experience.
• 4+ years' experience in sales, customer service or marketing position.
• 2+ years' experience in a leadership/lead or mentor role.
• 2+ year's analytical or financial experience.

Other Qualifications

• Understanding of TDS commercial products and services.
• Understanding of TDS customer service policies, processes and procedures.
• Proven strength in project management, multi-tasking, time management, and organizational skills.
• Knowledge of TDS's organization and telecommunications industry.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what's listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!

Associates scheduled to work 20 or more hours per week have access to:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs

Associates working 30 or more hours per week additionally have access to:

• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We 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.

Pay Transparency

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.