Customer Experience Specialist - Madison, SD

Midco; Sioux Falls (SD); Remote; USD 30,000 - 42,000; Full time

Benefits offered by this job

Comprehensive benefits package

Free Midco TV and internet

Paid training

Free Midco TV & Internet

Paid training

Bilingual Spanish support differential

Job summary

A leading communications company is seeking a Customer Experience Specialist to deliver exceptional customer service and build strong relationships. This work-from-home role focuses on managing multiple inquiries related to billing and services. Candidates should have strong communication skills and a high school diploma. The company offers comprehensive training and excellent benefits, including medical and free internet services, making it an excellent opportunity for customer service-oriented individuals.

Qualifications

• Proficient at using technology including the internet and applications.
• Ability to adapt and excel in a fast-paced work environment.
• Ability to adapt and excel in a fast-paced environment.
• Proficient with internet and standard applications.
• Comfortable handling multiple inquiries and documenting interactions.

Responsibilities

• Connect with customers to provide solutions for product, service, and billing inquiries.
• Deliver exceptional customer experiences by building rapport and resolving questions.
• Identify and recommend products based on customer needs.
• Troubleshoot using multiple tools and systems to resolve issues.
• Document customer interactions and maintain accurate records.
• Maintain knowledge of Midco products and services and update tools as needed.
• Follow up with customers to ensure satisfaction and timely resolution.

Skills

Exceptional communication skills

Basic typing and computer skills

Adaptability in fast-paced environment

Verbal communication

Written communication

Adaptability

Education

High school diploma or equivalent (GED)

Job description

Job Highlights

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.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications

• 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.

Preferred Qualifications

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

Work Environment

• 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 weekends as business demands.

Physical Demands

• Heavy keyboard/mouse usage required with repetitive movements.
• Must remain at your workstation for long periods of time.

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 availability and composure during periods of continuous, high interaction volume.
• Adapt quickly to changing situations and customer needs and effectively manage the stress of ongoing incoming interactions.

Job Summary & Requirements

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

¿te apasiona ayudar a las personas y brindar un servicio al cliente excepcional? ¡Únete a Midco como Especialista en Experiencia del Cliente bilingüe (español/inglés)!

• Work-from-home full time with all computer and phone equipment provided!
• Bilingual Spanish speaking differentials available.
• Living within a 60-mile radius of Madison, SD 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!

https://www.midco.com/careers/customer-service-jobs/ to learn about employment opportunities and apply today.