At TDS,® we provide innovative Voice, Internet and Entertainment services to rural and suburban communities nationwide, as well as leading edge-business technology. But it's our commitment to each community we serve that truly sets us apart. TDS serves 1 million customers in 30 states.
ACCOUNT MANAGER
Job Summary
TDS' reliable, high quality products and responsive customer service don't just happen by accident. They happen as a result of the creativity, dedication, talent, and professionalism of every member of our TDS team. Every day, TDS' 2,700+ employees dedicate themselves to exceeding customer expectations and earning customer loyalty. 'Delighting Customers' are not buzzwords at TDS; they're part of our company's mission.
Telephone and Data Systems, Inc. [AMEX: TDS, TDS.S], the parent company of TDS Telecommunications Corp., earned a ranking of 478 on the 2008 Fortune 500® list of the nation's largest corporations. The company was also ranked at number 12 on Fortune's list of the 50 fastest growing companies according to one-year profit growth.
Employment at TDS is subject to post offer, pre-employment drug testing. EEO/AAP Employer
The Account Manager (AM) is responsible for the overall growth and retention of a segment of our commercial customer base (module or book of business) by maintaining direct contact with our medium and large accounts. This role includes implementing all new business customers through to initial bill. In addition, the ISR is responsible for addressing billing inquiries, managing MACD, actively retaining existing business customers, and proactively contacting and growing their existing customer base of medium and large accounts. Working in concert with the Inside Sales Manager, the ISR crafts a specific sales plan that will chart a course for meeting revenue objectives for their module.
The AM proactively contacts their customer base to assess customer loyalty and sales opportunities. The successful candidate must have a solid understanding and up-to-date knowledge of all processes, procedures and systems that affect their customer base and must be willing to take the lead on resolving customer issues through escalation to the appropriate teams and timely follow-up. The ISR will work closely with the outside sales team members to understand the customer's needs and to recommend and implement the appropriate solutions.
Day to Day Responsibilities:
Meet or exceed the sales and growth goals. Make regular contact with the existing customer base. This includes proactive customer contact calls or personal visits assess customer loyalty and uncover sales opportunities. Maintain key customer contacts and serve as the resource for sales negotiation with existing accounts. Craft business cases, assess profitability and evaluate customer/company impact prior to making a recommendation or decision. Secure good business opportunities.
Monitor contract expiration dates and take a proactive roll in contract renewals. For win back orders contact customers with the early termination charges and answer any questions. Manage the retention of the customer base.
Take primary responsibility for the successful upgrade and customer satisfaction through the entire order process and day of installation on all business accounts. Manage joint account ownership with the outside salesperson for accounts 49 lines plus. Manage all customer contact, coordination and attendance at upgrades as necessary.
Provide all customer training as needed for products such as voice mail, voice features, Centrex commander and EKTS. Maintain technical and product knowledge to provide support to our customers and team members.
Review the first bill for accuracy, make any necessary changes and explain the first bill to all new business customers. Handle all billing inquiries for medium and large customers and negotiate customer credits if needed.
Maintain and update current book of business through the BSR program.
Develop an annual tactical customer growth and retention plan to meet the quarterly and annual goals. Craft and implement a personal action plan. Report activity and monitor progress on a weekly, monthly, quarterly and annual basis. Meet regularly with Inside Sales Manager review overall achievement of goals and address gaps.
Qualifications
Required Qualifications:
3 + years of inside sales experience
2 + years high-level customer service experience
Must have and maintain a valid drivers license
Other Qualifications:
3 + years telecommunications experience
Competitive nature, strong passion to sell and succeed coupled with a mastery of our sales processes and practices.
Customer service experience, motivation to serve and a genuine interest in helping others including both internal and external customers
Winning 'can-do' attitude and strong work ethic as evidenced by a track record or success in business, education or extracurricular activities.
Ability to grasp new concepts and material quickly, willingness to learn and continue to learn as evidenced by formal education or work experience.
Ability to clearly and effectively set and attain goals as evidenced by a track record of setting goals, creating a work plan, establishing a reward, working diligently, measuring performance, adjusting as necessary and achieving the goal.
Ability to work independently or interdependently depending upon circumstances
Comprehensive product and application knowledge with the ability to provide a high volume of quality problem resolution to customers
Well organized, good time management skills, ability to multi-task and close attention to detail
Excellent verbal, written and presentation skills including the ability to present and explain complex issues in a clear and thorough manner
Time intensity that is evidenced by a track record of seizing the moment, bringing the appropriate amount of energy to solve problems and effect change quickly
Ability to achieve quota requirements
Benefits:
As a part of your total compensation, TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. Here is a sample of what we have to offer for full-time employees.
Insurance:
Medical, Dental, Vision, and Life Insurance ' Eligible Immediately
Paid Time Off:
Vacation, Personal Time, Sick Time, and Holidays
Investments:
401K ' Eligible Immediately, Pension, Employee Stock Plan, and Flexible Spending Accounts
Additional Benefits:
Education Assistance, Telephone and Internet Concessions, and Personal Computer Purchase Program
Other:
Extensive Training Program, Recognition Programs, and Cell Phone Allowance
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