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Client Support Representative

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 the necessary equipment and virtual training, enabling you to work remotely. Enjoy complimentary Midco cable and internet as part of the benefits of this role. Shift differentials are available, along with 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.
  • Educate customers on services and features available to them.
  • Listen attentively and collaborate with customers to foster positive relationships and retain their business.
  • Accurately record customer interactions by documenting each contact.
  • Prepare work orders for customer-related issues, including service changes and troubleshooting calls.
  • Follow up with customers promptly to ensure satisfaction.
  • Assist Field Technicians by providing support during installation and troubleshooting appointments.
  • Represent Midco professionally in all customer communications.
  • Participate in training sessions to enhance your skills and meet customer demands.
  • Exhibit personal ethics, honesty, initiative, flexibility, responsibility, and confidentiality in all customer service functions.
  • Maintain a positive customer service attitude in all interactions.
  • Communicate effectively and professionally with both internal and external customers.
  • Adhere to privacy guidelines to protect customer information.
  • Maintain regular attendance as required by your role.

Additional Responsibilities:

  • Focus daily on providing an exceptional customer experience.
  • Embrace a culture of empowerment to act in the best interest of our customers.
  • Work collaboratively as a team member while supporting the goals of other departments.
  • Support the mission, vision, and values of Midco.
  • Approach work with enthusiasm, energy, and attention to detail.
  • Demonstrate strong problem-solving and decision-making skills.
  • Effectively manage multiple tasks without sacrificing quality or composure.
  • Foster a positive work environment through effective communication and relationship-building.
  • Identify and implement opportunities for improvement.
  • Adhere to Midco's policies and procedures consistently.
  • Exhibit strong verbal and written communication skills.
  • Perform other duties as assigned.

Qualifications:

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

Work Environment:

  • Must be able to remain at a workstation for extended periods.
  • Time sensitivity is crucial to meet customer demands.
  • Frequent keyboard and mouse usage with repetitive movements is required.
  • Employees may need to work beyond 40 hours per week.
  • Shifts may include evenings, weekends, and holidays as needed.

About Midco:

  • Enjoy complimentary Midco internet and cable TV.
  • Get involved: Midco supports volunteerism and community service.
  • 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 sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, or any other characteristic protected by law.