Overview

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 an Advisor-Business Billing & Sales Support, you will be a key contributor in TDS’ overall strategy to grow, delight, and retain our business customers. This contact center position 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.

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.

Required shift: 8:00am - 5:00pm PST, 9:00am - 6:00pm MST or 10:00am - 7:00pm CST.

The hourly rate will range from $20-$23/hour.

This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates, but preference may be given those located in the following areas: Arvada, CO - Berthoud, CO - Estes Park, CO - Woodland Park, CO - Coeur d'Alene, ID - Post Falls, ID - Billings, MT - Butte, MT - Helena, MT - Great Falls, MT - Missoula, MT - Alamogordo, NM - Carlsbad, NM - Hobbs, NM - Ruidoso, NM - Bend, OR - Cedar City, UT - Hurricane, UT - St. George, UT - Spokane, WA - Madison, WI.

Responsibilities

• 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.

Qualifications

Required Job 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 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 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. 

Pay Range (Hr./Yr.)