Retail Customer Service SpecialistJob LocationsUS-WA-Spokane | US-WA-Spokane ValleyID2023-22992CompanyTDS TelecomPay Range$16.98 - $25.47Sign-On Bonus$1,000 (Paid after 30 days of employment)OverviewThe Retail Customer Service Specialist is a cross-trained, multi-skilled agent. You will be capable of handling first level escalated Retention, Sales and Customer Care calls interactions for residential customers, face to face and over the phone.Position Details:Pay rate: $19.88 per hour.$1,000 sign-on bonus (paid in full after 30 days of employment).Work Location: 6704 N Nevada St. Ste 6, Spokane, WAWork Schedule: After the first three weeks of paid training, your scheduled shift will be Monday through Friday, 9:00am-6:00pm with a rotating Saturday of 8:00am-5:00pm.But wait, there's more!Full benefits package, including Medical, Dental, Vision, and life insurance that start on Day 1!!Vacation and sick time accruals beginning day one of employment.Associate discounts on eligible TDS products and services.Essential Functions:Protecting existing revenue by retaining customers that are calling asking to disconnect their service, or are at risk of leaving TDS, due to service failures, competitive offers, and billing issues.Promoting and demoing services as well as selling to new prospect customers.Demonstrate strong sales skills, negotiation, save techniques, and interpersonal communication.Maintain long term customer relations with the existing customer base while reducing churn and increasing revenue.Demonstrate independence and self-sufficiency.Maintain exceptional attendance and promptness for work to positively impact the Company and position peers to meet customer needs.The pay range listed for this position represents the low and high end of the base compensation range. However, the base pay rate offered for this position is expected to be $19.88 per hour.ResponsibilitiesAssist customers over the phone and face-to-face for Retention, Disconnect and Move order calls and walk-in requests, as well as identifying needs and selling services to both prospect and existing customers. Uses save techniques that involve negotiation & interpersonal communication skills in order to prevent customer churn. Works to ask lifestyle questions and promote services to fulfill customer needs. Is also responsible for reselling customers on the benefits of having TDS service, subsequently protecting existing revenue.Deliver sales and retention results through providing exceptional customer service. Exceed or meet monthly goals including increased revenue and retention metrics.Resolves complex/escalated customer problems in partnership with other teams to ensure long term solutions to avoid future issues.Resolves construction related issues in our Out of Territory markets by creating and completing Triage tickets.Keeps current with Promotions, Products and processes necessary to meet or exceed performance metrics.Handles retail office responsibilities such as restocking supplies, unlocking and locking office, maintaining office cleanliness, participating in community events, and working with other departments to coordinate use of space.QualificationsRequired Job Qualifications1+ year's in a customer service or sales role.2+ years computer experience (may include order applications, Microsoft Outlook, Word, or Excel)Must follow the TDS attendance guidelines to meet our customers' needs.Other QualificationsAbility to meet or exceed sales goals.Demonstrate strong negotiation, selling and closing skills in reselling the service to customers who are requesting to disconnect their servi