Supervisor - Consumer Sales - Retail

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?

What You'll Do:

The Supervisor-Consumer-Retail is responsible for the day-to-day operations of the TDS Consumer Retail team in the Retail Offices.  As a result, they must be fully versed in all contact center specialties of Sales, Service Retention and OOT Construction Triage.  Their primary function is to coach and develop their team of Retail associates to meet or exceed sales revenue targets, maximize customer satisfaction, grow the consumer customer base, achieve service level targets for calls and evaluate all aspects of consumer sales to ensure we are aligned with TDS’s Core Behaviors.  The position directs, supervises, coaches and evaluates performance of staff members.  They are also responsible for day-to-day application of organizational policies and procedures, customer relations and the escalation of customer complaints.  The position will utilize Key Performance Metrics (KPMs) to ensure we are exceeding our customer’s expectations and achieving all of our revenue and performance targets.  

This position is based in Montana and travel to retail stores throughout Montana will be required based on needs of the business

Responsibilities

• Hires, motivates and coaches a team of Customer Sales Representatives to meet or exceed revenue targets and performance expectations.
• Utilizes Key Performance Metrics (KPMs) to ensure we are exceeding our customer’s expectations and achieving all of our overall revenue and performance targets.
• Support all training and ensures that appropriate training programs are implemented and attended by employees including, but not limited to Cash Management & Triage tasks.
• Conducts regularly scheduled team meetings and represents TDS at special events.
• Reviews sales reports, operational measurements, results and implements programs and methods to improve them.
• Coordinates activities that improve processes, remove barriers to our success, improve customer services, etc.
• Evaluates overall and individual performance against quality standards.
• Ensures that the established contact quality protocols are met and that representatives are following all department policies and procedures.
• Partners with representative to determine regular performance metric goals by setting short-term and long term goals and rolling the results up into quarterly and annual performance reviews.
• Reduces learning curve of new employees by doing additional training as needed and coaching for improvements on all performance metrics.
• Promotes changes in policy, procedures, goals, etc.
• Provides specific and timely observations on performance effectiveness which is supported by emailed documentation summaries from a call or in follow up emails.
• Supports commission and incentives including the verification of data, creating sales focused and fun incentives, and tracking results for reporting purposes.
• Reviews the associates schedule on a weekly basis and compares it to time entry to ensure accurate reporting.
• Works with COPP’s team to make updates to the current procedures and communicates them as needed. 
• Executes and supports OOT needs specific to pre-sales, post-launch, construction issues and triage support. Executes and supports marketing and sales plans by enthusiastically leading employees to the achievement of team objectives. Executes and supports plans and programs to ensure that high quality is delivered to delight our customers.
• Maintains customer relations, including interfacing with the customers and handling escalated customer complaints and issues.
• Participates in and supports all TDS  Marketing initiatives
• Facilitates and coordinates inter-departmental activities & Projects & Other duties and responsibilities as assigned
• Travel to business offices as needed

Qualifications

Required Qualifications

• Bachelors degree (or higher) -OR- 4+ years professional work experience.
• 1+ years’ experience in a formal or informal leadership role.
• 2+ years’ experience in Sales, Customer Service or Financial Services.
• Must have and maintain a valid driver’s license.

Other Qualifications

• Travel to business offices as needed
• Experience working with escalated customer issues and problem resolution
• Understanding of the contact center & retail industry.
• Excellent interpersonal communication skills (i.e., verbal, written, listening).
• High-level sales skills.
• Problem solving skills (i.e. customer complaints, business office issues).
• Customer focused problem solving skills.
• Willing and able to travel based on the needs of the business.
• Able to diffuse high-tension situations comfortably.
• Proven understanding of all internal procedures and processes
• Diplomatic and tactful.
• Ability to handle escalated customer calls with success, follow-through to completion.

Attitude

• Consistently positive “can do” attitude
• Willingness to help others
• Training skills including communication and patience
• Shares knowledge
• Adheres to all standard practices, including attendance and computer use
• Approachable

 Customer Focus

• Able to diffuse high-tension situations comfortably
• Diplomatic, tactful, and empathetic
• Dedicated to customer satisfaction
• Ability to handle escalated customer calls with success, follow-through to completion

 Expertise

• Proficient in all applications and tools used in the contact center. .
• Proven understanding of all internal procedures and processes
• Researches issues and considers all options before seeking help
• Excellent troubleshooting skills

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 salary includes both base pay and potential earnings from meeting sales quotas. The final offer will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. With our uncapped commission incentives, you’ll have unlimited earning potential!

Pay Range (Hr./Yr.)

$71,500.00/Yr. - $116,200.00/Yr.