JOB PURPOSE:

Drive residential sales opportunities to provide individual consumers with basic services such as telephone, internet, and cable TV in a retail environment. Support customer service by assisting new and existing customers that walk-in.

KEY FUNCTIONS:

• Identify individual customer current and potential product needs and make recommendations. Increase the customer understanding of Midco products and pricing options.
• Possess strong knowledge of product features, benefits, pricing, and campaigns for cable TV, high-speed internet, and phone in an effort to sell and upsell to new and existing customers in a retail environment.
• Build and maintain strong relationships based on trust and mutual respect with potential and existing customers within your department and community.
• Apply a positive customer service attitude in interactions with all customers and establish positive rapport.
• Meet or exceed defined sales goals (weekly, monthly, yearly, etc.).
• Accurately record customer transactions, establish accounts for new customers, and complete all necessary requirements for installs, service changes, repairs, and all other customer transactions.
• Follow up with customers in a timely manner if necessary.
• Be patient and understanding in all customer interactions.
• Responsible for receiving payments and maintain the cash drawer.
• Clearly explain and demonstrate equipment connectivity and functionality.
• Verify the functionality of returned equipment.
• Meet ongoing sales training requirements.
• Adhere to Midco privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance as required by your position.
• Must be able to meet the physical demands of the job within the described work environment.

ADDITIONALFUNCTIONSANDRESPONSIBILITIES:

• Function as an effective team member to support customer experience while supporting the efforts and concepts of other departments.
• Support the mission, vision and values of Midco.
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Possess an enthusiastic, energetic, self-motivated, and detail oriented approach towards work and all work projects.
• Possess strong problem solving and decision making skills while using good judgment.
• Multitask and change from one task to another without loss of efficiency or composure.
• Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, coworkers and management.
• Identify opportunities for improvement while creating and implementing viable solutions
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

• High school diploma or GED required (some college preferred)
• Previous customer service/ sales experience in a retail environment preferred.
• Possess knowledge of Microsoft Office Suite and the Internet.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee may be asked to lift and/or carry loads of up to 50 lbs.
• The noise level in the work environment is moderate to loud.
• Employees may be required to stand in a retail environment for up to 8 hours a day.
• Employees may be required to work rotating shifts.
• Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

ABOUT MIDCO:

Midco:

• 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.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

• 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

Visit Midco.com/Careers to learn about employment opportunities and apply today.

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 EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.

Join our award-winning customer service team as a full-time Customer Experience Specialist.

• Work-from-home positions available with all computer and phone equipment provided!
• Living within a 60-mile radius of Bismarck required.
• Bilingual Spanish speaking differential 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 4-week training!
• 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.

JOB PURPOSE:

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.

Create customer loyalty by providing extraordinary service to each customer via inbound and outbound contacts. Handle customer service calls ranging from billing questions and payments to troubleshooting data or video products and services. Use creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to troubleshoot and update customer accounts accordingly. Provide an exceptional customer experience by building rapport, expressing empathy, and effectively and accurately resolving customer questions and concerns.

KEY FUNCTIONS:

• 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.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• 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.

EXPERIENCE AND EDUCATION:

• 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.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• 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.

ABOUT MIDCO: 

Midco:  

• 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.  

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:  

• 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 

Visit Midco.com/Careers to learn about employment opportunities and apply today.  

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 EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.