Sr Administrator-CX Recovery Specialist at TDS Telecom in Remote

As the Sr Administrator-CX Recovery Specialist you'll be responsible for managing follow up & resolution for account/billing, service/network, equipment & general customer concerns. This role focuses on turning negative or neutral experiences into positive outcomes by following up on executive appeals, Better Business Bureau (BBB) complaints, surveys, online reviews, and other feedback channels. The specialist will be a customer support jack-of-all-trades, and act as the primary owner of personalized outreach and resolution, ensuring retention and satisfaction.

 

This position has the ability to work remotely in any of the states in which TDS Telecom operates. 

• Manage follow ups for executive appeals, BBB complaints, survey responses, online reviews, and other feedback sources that lead to customer follow up. Investigate customer accounts, review service details, and uncover root causes. Contact customers via phone, personalized text messages, emails, etc. to address concerns and provide solutions. Engage other teams for assistance with follow ups and hold them accountable for resolving customer concerns. 
• Utilize system to track and document all outreach efforts and outcomes in customer accounts and internal systems. Maintain comprehensive documentation of all follow-up actions, root causes, resolutions and more. Share results of executive appeal results on an individual basis. 
• Provide insights & recommendations for process improvements, agent coaching, retention strategies and journey enhancements. Support efforts to improve online reputation and overall customer experience. 

Required Job Qualifications 

 

• Bachelors degree (or higher) -OR- 4+ years professional work experience. 

• 3+ years' of customer service or retention experience.  

 

Other Qualifications

 

• Experience handling escalated or high-complexity customer needs. 

• Customer-first mindset and a passion for resolving customers’ issues. 

• Experience navigating CRMs, customer accounts & ticketing platforms (e.g. Salesforce & Jira). 

• Ability to handle complex account/billing, service/network, equipment & appointment scheduling concerns. 

• Must be able to communicate, through speech and writing, to many different types of people from diverse backgrounds, ages, and levels within and outside the organization. 

• Strong bias for action and a demonstrated sense of urgency. 

• Basic understanding of survey research and platforms (e.g. Qualtrics) preferred. 

• Experience in the telecom/internet industry preferred. 

 

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 pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.