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Customer Service Specialist

2 months ago

Bismarck, North Dakota, United States Midco Rural Internet Full time

Customer Care Support Expert

Job Category: Customer Service - Call Center

Job Overview:

This position offers a work from home opportunity. Midco provides all necessary equipment and virtual training, enabling you to perform your duties from the comfort of your home. Enjoy complimentary Midco cable and internet as part of your employment benefits. Shift differentials are available, and you will undergo four weeks of virtual training.

Key Responsibilities:

  • Engage with customers to diagnose and resolve issues related to phone, cable, and internet services.
  • Address customer inquiries and alleviate concerns regarding billing and service features.
  • Educate customers on available services and features to enhance their experience.
  • Foster positive relationships with customers through active listening and collaboration.
  • Accurately document customer interactions and transactions.
  • Prepare work orders for various customer-related issues, including service changes and troubleshooting.
  • Ensure timely follow-up with customers to maintain satisfaction.
  • Assist Field Technicians by providing support during installation and service appointments.
  • Represent Midco professionally in all customer communications.
  • Participate in training sessions to expand your skill set and meet customer demands.
  • Exhibit personal ethics, honesty, and confidentiality in all customer service functions.
  • Maintain a positive attitude in all interactions with customers and team members.
  • Communicate effectively and professionally across all channels.
  • Adhere to privacy guidelines to protect customer information.
  • Maintain regular attendance as required by your role.

Additional Responsibilities:

  • Deliver exceptional customer experiences consistently.
  • Embrace a culture of empowerment and integrity in customer service.
  • Collaborate effectively with team members and support other departments.
  • Uphold the mission, vision, and values of Midco.
  • Demonstrate a proactive, detail-oriented approach to work.
  • Exhibit strong problem-solving and decision-making abilities.
  • Manage multiple tasks efficiently without compromising quality.
  • Contribute to a positive work environment through effective communication.
  • Identify and implement improvements to enhance service delivery.
  • Follow all company policies and procedures diligently.
  • Possess strong verbal and written communication skills.
  • Perform additional duties as assigned.

Qualifications:

  • High school diploma or GED is required; an associate degree is preferred.
  • Previous experience in customer service is essential.
  • Basic typing and email skills are necessary.
  • Comfortable with technology, including internet applications.
  • Exceptional communication skills are a must.
  • Ability to thrive in a fast-paced work environment.

Work Environment:

  • Must be able to remain at a workstation for extended periods.
  • Time-sensitive tasks are required to meet customer needs.
  • Frequent use of keyboard and mouse with repetitive movements.
  • May require working beyond 40 hours per week.
  • Shifts may include evenings, weekends, and holidays as needed.

About Midco:

  • Enjoy complimentary Midco internet and cable TV.
  • Engage in community service and volunteer opportunities.
  • Benefit from a generous 401(k) match and paid time off programs.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.