Customer Experience Specialist - Minot, ND

Join our award-winning customer service team as a full-time Customer Experience Specialist.

¡Buscamos candidatos que hablen Español!

• Work-from-home positions available with all computer and phone equipment provided!
• Bilingual Spanish speaking differentials available.
• Living within a 60-mile radius of Minot required.
• Full time, 40 hours per week! Hiring for a variety of shifts starting mid-morning to late-afternoon and include evenings and weekends.
• 5%-15% shift differentials may be available.
• Paid training.
• Excellent benefits package including medical, dental, vision, PTO, and FREE Midco tv and internet, and more!

https://www.midco.com/careers/customer-service-jobs/ to learn about employment opportunities and apply today.

JOB PURPOSE:

This is your opportunity to be part of Midco – a leader in communications and technology!  As a member of our team, you’ll redefine customer experience, creating meaningful connections with each customer you serve.

Create meaningful connections with customers by delivering exceptional experiences. Build strong relationships while efficiently managing multiple inquiries and resolving concerns related to internet, billing, cable and phone services. This role focuses on providing accurate, timely and empathetic support while identifying opportunities to enhance customer satisfaction and loyalty.

KEY FUNCTIONS:

• Connect with customers to provide solutions for product, service and billing inquiries.
• Deliver exceptional customer experiences by building rapport, demonstrating empathy and resolving questions and concerns accurately.
• Identify and recommend products and solutions based on individual customer needs, enhancing their understanding of Midco's offerings and options.
• Utilize creative problem-solving skills to troubleshoot and address customer questions and concerns.
• Follow up with customers in a timely manner when necessary.
• Efficiently manage time and handle customer interactions, ensuring accurate responses and high customer satisfaction.
• Navigate multiple tools and systems to troubleshoot issues, find resolutions and seamlessly support customers.
• Document customer interactions and transactions, including inquiries, complaints, comments, and actions taken, ensuring accurate records.
• Maintain strong knowledge of Midco products and services.
• Provide feedback and suggest improvements for internal and customer-facing tools and systems.
• Participate in training to develop and broaden skill sets and support customer demand.
• Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.
• Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.
• Maintain reliable and predictable attendance as required by the position.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Make providing an exceptional customer experience a daily focus.
• Embrace the culture of empowerment to do the right thing for our customers.
• Effectively communicate and collaborate with other departments to handle escalating issues in a timely manner.
• Support the mission, vision, values and ethos of Midco.
• Collaborate effectively with internal and external customers to ensure exceptional service.
• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
• Remove obstacles for team members and customers. Encourage creative solutions.
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.
• Demonstrate business acumen by using data to drive decisions and actions.
• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and finding ways to cut through ambiguous problems.  
• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

• High school diploma or GED required.
• Customer service experience preferred.
• Basic typing, email and computer skills required.
• Proficient at using technology including the internet and applications.
• Exceptional communication skills, both verbal and written.
• Ability to adapt and excel in a fast-paced work environment.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• Inbound and outbound call center environment, wearing a headset.
• Must remain at your workstation for long periods of time.
• Extremely time sensitive to meet customer demand.
• Heavy keyboard/mouse usage required with repetitive movements.
• Ability to understand, follow and execute both routine and non-routine verbal and written instructions.
• Proficiency in understanding problems and collaborating with others to find alternative solutions.
• Clearly articulate instructions and expectations.
• Skilled in focusing on the issue at hand without reacting emotionally.
• Ability to de-escalate conflicts effectively.
• Maintain availability and composure during periods of continuous, high interaction volume.
• Adapt quickly to changing situations and customer needs and effectively manage the stress of ongoing incoming interactions.
• May be required to work in excess of 40 hours per week

ABOUT MIDCO: 

• Midco offers the most reliable wholly owned and operated fiber network spanning 17,000 miles.
• We are a telecommunications leader that is redefining connectivity while being a force for good in the communities we serve.
• We serve nearly 500,000 homes and businesses in more than 400 communities in Kansas, Minnesota, North Dakota, South Dakota and Wisconsin.
• Our 1,900 team members work together with integrity, creating a caring culture for a lasting impact.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:  

• Free Midco internet & TV 
• Great opportunities to get involved in volunteerism  
• Generous 401(k) match and paid time away from work programs 
• And many more

Visit Midco.com/Careers to learn about employment opportunities and apply today.  

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.