Customer Experience Specialist - Vermillion, SD

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Job Summary

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.

As a CX Specialist I, you will create meaningful connections with customers by delivering exceptional experiences. In this role, you will build strong relationships while efficiently managing multiple inquiries and resolving concerns related to internet, billing, cable and phone services. Your focus will be on providing accurate, timely and empathetic support while identifying opportunities to enhance customer satisfaction and loyalty.

Job Summary

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.

As a CX Specialist I, you will create meaningful connections with customers by delivering exceptional experiences. In this role, you will build strong relationships while efficiently managing multiple inquiries and resolving concerns related to internet, billing, cable and phone services. Your focus will be on providing accurate, timely and empathetic support while identifying opportunities to enhance customer satisfaction and loyalty.

Responsibilities

• Connect with customers to provide solutions for product, service and billing inquiries.
• 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.
• 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.

• High school diploma or equivalent (GED).
• Basic typing, email and computer skills.
• Proficient at 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.

• Previous experience in a customer-service environment is a plus. Comprehensive on-the-job training will be provided.

• Inbound and outbound call center environment, wearing a headset.
• Extremely time sensitive to meet customer demand.
• 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…