Customer Experience Specialist

5 days ago

Rapid City, South Dakota, United States Midcontinent Communications Full time

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 Living within a 60-mile radius of Rapid City required. Bilingual Spanish speaking differentials available. 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

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 customer loyalty by providing extraordinary service to each customer via inbound and outbound contacts. Handle customer service calls ranging from billing questions and payments to troubleshooting data or video products and services. Use creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to troubleshoot and update customer accounts accordingly. Provide an exceptional customer experience by building rapport, expressing empathy, and effectively and accurately resolving customer questions and concerns.

KEY FUNCTIONS:

Connect with customers to troubleshoot and resolve phone, cable, and internet services. Resolve customer issues and relieve concerns regarding billing. Answer questions and educate on services and features. Listen and collaborate with the customer in order 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.

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 with other departments to handle escalating issues in a timely manner. Support the mission, vision and values 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. 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. Position titles and compensation changes will be assigned based upon of Midco's Customer Experience training program. 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.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

Inbound call center environment wearing a headset. Must remain at workstation for long periods of time. Extremely time sensitive in order to meet customer demand. Heavy keyboard/mouse usage required with repetitive movements. Employees may be required to work in excess of 40 hours per week. Most shifts are outside normal business hours, and include rotating holidays, evenings and weekends as business demands.

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