[Hiring] Customer Experience Specialist @Midcontinent

Role Description

Are you passionate about helping people and providing exceptional customer service? Join Midco as a Customer Experience Specialist!

Work-from-home full time with all computer and phone equipment provided!

• Bilingual Spanish speaking differentials available.
• Living within the state of South Dakota is required.
• Hiring for multiple shifts working 40 hours per week (mid-morning to late afternoon) with evening and weekend availability essential.
• 5%-15% shift differentials may be available.
• Learn, grow, and succeed with interactive training that is fully paid.
• Excellent benefits package including medical, dental, vision, PTO, and FREE Midco TV and internet, and more!

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.

Job Summary:

As a CX team member, you will create meaningful connections with customers by delivering exceptional experiences in a fast-paced call center environment. In this role, you will build strong relationships while efficiently managing multiple inquiries and resolving concerns related to internet, billing, cable, and phone services.

• Provide accurate, timely, and empathetic support while identifying opportunities to enhance customer satisfaction and loyalty.
• Success in this role requires strong communication skills, resilience, and the ability to manage multiple systems and tasks simultaneously.

Responsibilities:

• Connect with customers to provide solutions for product, service, and billing inquiries.
• Handle a continuous volume of back-to-back inbound and outbound customer calls for extended periods, maintaining efficiency, accuracy, and a high level of customer experience throughout each interaction.
• 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.
• Manage a range of interactions from quick inquiries to complex or sensitive situations requiring de-escalation.
• 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.
• Make providing an exceptional customer experience a daily focus by embracing the culture of empowerment to do the right thing for our customers.
• Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent (GED).
• Basic typing, email, and computer skills.
• Proficient at using technology including the internet and applications.
• Experience in a service, support, or people-focused role, including directly assisting individuals, addressing questions or concerns, and providing a positive, helpful experience for customers, patients, students, employees, co-workers, clients, or other stakeholders.
• Strong verbal and written communication skills, with the ability to listen actively and respond thoughtfully.
• Demonstrate a customer-focused mindset, including empathy, patience, and a desire to understand and meet customer needs.
• Show accountability and follow-through to ensure positive outcomes and experiences for customers.

Work Environment

• Inbound and outbound call center environment, wearing a headset and the ability to manage continuous, back-to-back customer interactions.
• Extremely time sensitive to meet customer demand.
• Fast-paced, high-volume environment with minimal downtime between customer engagements.
• 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.

Physical Demands

• Heavy keyboard/mouse usage required with repetitive movements.
• Must remain at your workstation for long periods of time to manage repetitive, high-volume interactions with sustained focus.
• Regular and consistent use of a headset.

Mental Demands

• 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 composure, resilience, and focus during sustained periods of high-volume, continuous customer interactions.
• Adapt quickly to changing situations and customer needs and effectively manage the stress of ongoing incoming interactions.
• Retain and recall product information, procedures, and customer details during and across interactions.
• Make timely, accurate decisions in a fast-paced environment with competing demands.
• Demonstrate resilience when managing repetitive tasks and sustained customer engagement.