Customer Experience Specialist - Jamestown, ND
Midco
- Jamestown, ND
- Permanent
- Full-time
- Work-from-home positions available with all computer and phone equipment provided!
- Living within a 60-mile radius of Jamestown 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!
- 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.
- 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.
- 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.
- 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.
- 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.
- Provides exceptional customer experience and a superior network, while being a force for good in the communities we serve.
- Delivers TV services including Midco Sports (a regional sports network), phone, data center and advertising services, plus wholesale networking solutions.
- Free Midco internet & TV
- Great opportunities to get involved in volunteerism
- Generous 401(k) match and paid time away from work programs
- And many more