Customer Experience Specialist

4 days ago

Rapid City, South Dakota, United States Midco Full time
Job Title: Customer Experience Specialist

Midco is seeking a highly skilled Customer Experience Specialist to join our award-winning customer service team. As a key member of our team, you will be responsible for delivering exceptional customer experiences through inbound and outbound contacts.

Key Responsibilities:
  • Connect with customers to troubleshoot and resolve phone, cable, and internet services.
  • Resolve customer issues and relieve concerns regarding billing.
  • Answer questions and educate customers on services and features.
  • Listen and collaborate with customers to maintain their business and create a positive customer relationship.
  • Record customer transactions accurately by dispositioning each contact.
  • Document each contact by keeping records of customer interactions or transactions, recording details of inquiries, complaints or comments as well as actions taken.
  • Prepare work orders for customer-related issues which may include but are not limited to a variety of service changes and trouble calls.
  • Follow up with customers in a timely manner when necessary.
  • Support Field Support Technicians by answering questions, troubleshooting, order entry, and documentation during install and trouble call service appointments.
  • Serve as Midco's professional representative when communicating with customers in every channel.
  • Train as requested to develop and broaden skill sets and to support customer demand.
  • Apply personal ethics, honesty, initiative, flexibility, responsibility, and confidentiality in carrying out customer service functions and other areas of responsibility.
  • Apply a positive customer service attitude in interactions with all internal and external customers.
  • 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 regular attendance as required by your position.
Requirements:
  • High school diploma or GED required.
  • Customer service experience preferred.
  • Basic typing and email skills required.
  • Comfortable 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.
About Midco:

Midco is the leading provider of reliable, high-speed internet via fiber and fixed wireless technology, serving 460,000 homes and businesses in 400 communities across the Midwest. We provide exceptional customer experience and a superior network, while being a force for good in the communities we serve.

We offer a great benefits package, including medical, dental, vision, PTO, and FREE Midco TV and internet. We also offer opportunities for professional growth and development, as well as a fun and supportive work environment.

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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