Gregory Madsen

Sales & Revenue Generation: Drive sales for Cox products like high-speed internet, video/TV, wireless, and home security by responding to incoming leads and utilizing prescribed call flows.
Up-selling & Cross-selling: Maximize customer lifetime value by recommending relevant bundles or upgrading current services (e.g., adding a Cox Mobile line or faster internet).
Needs Assessment: Listen to customer lifestyles and requirements, and educate them on how Cox products align with their daily needs or business goals.
Customer Support & Troubleshooting: Assist with minor technical issues, explain billing charges, and help determine the serviceability of customer locations.
CRM Management: Utilize database tools to enter orders accurately, check account details, and track sales progress.

Deliver Sales & Retention Results through Providing Exceptional Customer Service: Exceed or Meet Monthly Sales Goals of Strategic Products such as but not limited to, Voice, High Speed Data, TV , Mobile, and Internet Content Product Offerings through face to face and over the phone interactions. Exceeds retention goals, by using save techniques that involve negotiation & interpersonal communication skills to prevent customer churn. Works to ask lifestyle questions and promote services to fulfill customer needs. Is also responsible for reselling customers on the benefits of having TDS service, subsequently protecting existing revenue.
Moves/Adds/Changes/Disconnect Inquiries: Delight and retain existing customer base by consistently providing exceptional customer service on all billing inquiries, seasonal service requests, toll inquiries, and other miscellaneous inquiries. The Consumer Sales Representative-Retail will consult with customers on these service calls to identify customer technology needs and offer TDS product solutions they may not currently have and/or we can offer at a better value.
Cash Management Procedures – Consumer Retail must closely follow cash management procedures to assure accuracy in all cash and payment handling from customer to deposit.
Resolves construction related issues in specific markets by creating and completing Triage tickets.
Keeps current with Promotions, Products and Technology necessary to Exceeding or Meeting Sales and Retention Goals. Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs
Handles retail office responsibilities such as restocking supplies, unlocking and locking office, maintaining office cleanliness, participating in community events, and working with other departments to coordinate use of space.
Special Projects as assigned by Supervisor

Support Branch Product Support and seek ways to improve processes within established procedures
Support branch employees and internal business partners by delivering exceptional internal customer experience while taking inbound calls; Provide expertise, resources, and procedural support to internal partners, enabling them to make recommendations on products and services that best align to the customer's needs.
Perform moderately complex customer support tasks to include consumer branch policy and procedure review with a focus on accuracy and risk mitigation
Receive direction from leaders and escalate non-routine questions while developing the knowledge to understand function, policies, procedures, and compliance requirements.
Interact with immediate team on less complex information as well as internal customers, primarily branch employees, to deliver first contact resolution and support for critical transactions. Regularly receive direction from supervisor and escalate questions and issues to more experienced roles.
Establish, develop, and maintain positive business relationships with internal partners. Perform routine administrative, transactional, operational, and customer support tasks. Deliver first contact resolution for critical transactions that may include wire transactions, fiduciary account and owner creation/maintenance, official bank check reviews, and special account questions and maintenance, seeking guidance from more experienced peers when necessary.
Proactively provide feedback to time sensitive requests related to outages, issues, and updates. Provides recommendations and information needed to update policies and procedures.

Proactively engage with current customers to understand their needs and ensure their continued satisfaction, promptly resolving stated issues
Demonstrate the ongoing value of our products and services, as well as new features or solutions that align with the customer’s needs
Use problem-solving and negotiation skills to overcome objections for those considering canceling or downgrading services
Seek opportunities to upsell or cross-sell, creating and presenting product and service bundles and solutions
Maintain accurate records of all customer interactions