Consumer Sales Representative-Retail

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.

About the role

The Consumer Sales Representative-Retail is a key contributor in TDS’s overall consumer strategy to grow, delight, and retain our customers. Our motto is to grow revenue and achieve sales goals by providing exceptional customer service. This position handles customers who walk into our retail stores as well as inbound customer calls when no customers are in the office. The role is the primary point of contact for consumer customers inquiring about products and services, taking ownership of thoroughly understanding the features and benefits of all consumer products and services we offer.

The Consumer Sales Representative-Retail keeps current on all pricing, procedures, promotions, tools, and systems used to place orders, update billing, and maintain records of customer contacts. In addition to base pay and an excellent benefits package, this role is assigned monthly sales goals for key strategic products such as Voice, High Speed Data, TV, Mobile, and Strategic product sales. Meeting these goals and maintaining customer service quality expectations qualifies the representative for additional commission incentive programs.

Responsibilities

• Deliver sales and retention results by providing exceptional customer service, meeting or exceeding monthly sales goals for strategic products (e.g., Voice, High Speed Data, TV, Mobile, and Internet Content) through face-to-face and phone interactions.
• Exceed retention goals by using save techniques involving negotiation and interpersonal communication skills to prevent customer churn.
• Ask lifestyle questions to promote services that fulfill customer needs and resell customers on the benefits of TDS services to protect existing revenue.
• Handle moves, adds, changes, and disconnect inquiries while delighting and retaining the existing customer base by providing exceptional service on billing inquiries, seasonal service requests, toll inquiries, and other miscellaneous inquiries.
• Consult with customers to identify technology needs and offer TDS product solutions they may not currently have or that we can provide at a better value.
• Follow cash management procedures to ensure accuracy in all cash and payment handling from customer to deposit.
• Resolve construction-related issues in specific markets by creating and completing Triage tickets.
• Stay current with promotions, products, and technology necessary to meet or exceed sales and retention goals.
• Maintain regular attendance and promptness, as absenteeism and tardiness significantly impact the company’s ability to meet customer needs.
• Handle retail office responsibilities such as restocking supplies, unlocking and locking the office, maintaining office cleanliness, participating in community events, and coordinating space use with other departments.
• Complete special projects as assigned by a supervisor.

Requirements

• 1+ years’ experience in a sales or customer service role.
• 2+ years of computer experience (may include order applications, Microsoft Outlook, Word, or Excel).
• Must follow TDS attendance guidelines to meet business needs, including obligations to customers.

Qualifications

• 6+ months of experience in a fast-paced environment managing multiple tasks.
• 6+ months of experience working with detailed data.
• Ability to meet or exceed sales goals.
• Strong negotiation, selling, and closing skills, particularly in reselling services to customers requesting disconnection.
• Ability to handle a high volume of phone calls in a structured, contact center environment.
• Understanding of the telecommunications industry and its products and services.
• Excellent interpersonal communication skills (verbal, written, listening).
• Problem-solving skills for customer complaints and competitive issues.
• Successful completion of classroom training.
• Demonstrated success in a competitive sales environment.
• Ability to work overtime with advance notice and shifts ending as late as 8:00 p.m. CST, including potential Saturday rotations.
• Experience working with escalated customer issues and problem resolution both over the phone and face-to-face.

If you meet the required qualifications but are unsure about the other qualifications, we encourage you to apply. Research shows many candidates hesitate to apply unless they meet 100% of the qualifications, but skills and experience come in many forms and may still lead to success in this role.

Benefits

We believe in taking care of our team, offering comprehensive benefits to support health, financial well-being, and overall happiness.

• Associates scheduled to work 20 or more hours per week have access to:
  • Medical, dental, and vision coverage.
  • Life insurance.
  • 401(k) plan.
  • Generous vacation and paid sick leave (3 weeks of paid vacation and 2 weeks of paid sick time per year).
  • Seven paid national holidays and one floating holiday.
  • Paid parental leave (6 weeks after 12 months of employment).
  • Adoption and surrogacy assistance.
  • Employee assistance and wellness programs.
• Associates working 30 or more hours per week additionally have access to:
  • Short-term and long-term disability.
  • TDS service discounts.
  • Education assistance.
  • Paid volunteer time.
• All associates can participate in Associate Resource Groups designed to encourage community and facilitate professional development.

Pay

Unlimited earning potential: $23.00/hour + uncapped commissions. Hit your goals and earn $66,000+ annually. Sign-on bonus: $2,500. Ramp-up payments are provided for your first three months.

The listed pay range reflects the minimum and maximum base compensation for this position. The base pay rate offered is expected to be $23.00 per hour. Eligible positions may receive additional forms of compensation, such as bonuses, commissions, or equity awards.

Pay Range: $17.66/hour - $26.48/hour.

Schedule

• Full-time position: 40 hours per week.
• Hours: Monday–Friday, 9:00 a.m.–6:00 p.m., with rotating Saturdays 8:00 a.m.–5:00 p.m. or Tuesday–Friday, 9:00 a.m.–6:00 p.m., and Saturday 8:00 a.m.–5:00 p.m.

Work Location: 6704 North Nevada St., Ste. 6, Spokane, WA.