Retention Specialist in Madison

Madison, Wisconsin
Customer Service & Call Center
Job Type
Reference Number
Burton,Loraine, Spherion
Apply Now

Job Description

We are offering a $750 Sign-On Bonus for Retention Specialists at TDS in Madison, Wisconsin and Bend, Oregon! Utilize your creative problem-solving and sales negotiation techniques in this exciting and rewarding role!

The Consumer Retention Specialist (Cable) is a cross-trained and multi-skilled agent capable of handling escalated Retention, Sales, and Customer Care & Service calls. The Consumer Specialist's primary responsibility is to protect existing revenue by retaining customers that are calling to disconnect their service, or are at risk of leaving TDS, due to service failures, competitive offers and billing issues. The Consumer Specialist must continually demonstrate strong sales skills in the areas of negotiation, save techniques, and interpersonal communication & problem solving skills, which will maintain long term customer relations with the existing customer base while reducing churn and increasing revenue.

Consumer Specialists will research complex issues to identify root cause and work with their leadership so long term solutions to process and/or service failure points are continuously implemented. This position is instrumental in identifying, and sharing feedback on, competitive activity and customer feedback within each market.


Answers escalated calls transferred, or routed to the to the call queue, for Retention, disconnect and downgrade call types. Uses save techniques that involve negotiation & interpersonal communication skills, in order to prevent customer churn. Is responsible for caring for all of the customer's needs, including doing what it takes to resolve recurring issues, and reselling them on the benefits of having TDS Broadband service.

Working hours: 11 am- 8pm

Required Qualifications
6+ months in a sales role.
1+ year experience using a PC with various software packages.
Must follow the TDS attendance guidelines to meet our customers' needs.
Other Qualifications
Ability to meet or exceed goals.
Demonstrate strong customer service, sales, and closing skills in reselling the service to customers who are requesting to disconnect their service.
Excellent interpersonal communication skills (i.e., verbal, written, listening).
Possess a strong sense of customer focus.
Must possess strong decision making and problem solving skills.
Ability to handle a high volume of phone calls in a structured, contact center environment.
Experience working with escalated customer issues and problem resolution.
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.

Spherion is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.


High School

Apply Now