Customer Experience Specialist - Watertown, SD

Midco of South Dakota, Inc.; Watertown (SD); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Free Midco internet and TV

Generous 401(k) match and PTO

Disability insurance

Midco contributions to your HSA

Wellbeing programs

Job summary

Midco is looking for a Customer Experience Specialist in Watertown, SD. This remote, full-time position offers work-from-home with provided equipment and paid training. Bi-lingual Spanish speaking differentials are available, with living within South Dakota required.

Expect 40-hour weeks, with varying shifts including evenings and weekends, and potential 5%-15% shift differentials. You will handle inquiries about internet, billing, cable and phone services in a fast-paced call center, build

Qualifications

• High school diploma or equivalent (GED).
• Basic typing, email and computer skills.
• Proficient with internet and applications.
• Experience in a service, support, or people-focused role.
• Strong verbal and written communication skills.
• Demonstrate a customer-focused mindset, including empathy and patience.
• Show accountability and follow-through in customer interactions.
• Inbound and outbound call center experience, headset use, high-volume environment.

Responsibilities

• Connect with customers to provide solutions for product, service and billing inquiries.
• Handle inbound and outbound calls with efficiency and a high level of customer experience.
• Deliver exceptional customer experiences by building rapport and resolving questions.
• Identify and recommend products based on customer needs.
• Troubleshoot issues using multiple tools and systems.
• Document interactions and maintain accurate records.
• Maintain knowledge of Midco products and services.
• Participate in training to broaden skills and support demand.
• Follow up with customers as needed.
• Adhere to privacy guidelines and company policies.
• Maintain reliable attendance and perform other duties as assigned.

Skills

Typing

Email handling

Computer literacy

Communication skills

Customer service

Active listening

Multitasking

Time management

Bilingual Spanish

Education

High school diploma or GED

Job description

Customer Experience Specialist - Watertown, SD

#26-0756

Watertown, South Dakota, United States

Work Location Type

Remote

Location(s)

Watertown , South Dakota , United States

Job 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.
• Livingwithin the state of South Dakota is required.
• Hiring for multiple shiftsworking 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. Your focus will be on providing 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.

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.
• 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.
• 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.

Benefits Summary

• Free Midco internet and TV
• Generous 401(k) match and paid time away from work programs
• Midco-provided short and long term disability insurance
• Midco contributions to your HSA
• Programs to support your physical, mental, emotional and financial wellbeing
• Midco offers the most reliable wholly owned and operated fiber network spanning 17,000 miles.
• We are a telecommunications leader that is redefining connectivity while being a force for good in the communities we serve.
• We serve nearly 500,000 homes and businesses in more than 400 communities in Kansas, Minnesota, North Dakota, South Dakota and Wisconsin.
• Our 1,900 team members work together with integrity, creating a caring culture for a lasting impact.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EOO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters .