JOB PURPOSE: 

Manage and implement customer care activities to promote optimal customer service and retention by effectively leading and supporting customer care teams, efforts, and strategies.

KEY FUNCTIONS:

• Lead, develop and manage the technical customer service team in carrying out the essential elements of Midco’s standards, policies, and procedures; set attainable goals and objectives and follow through to successful completion.
• Develop and direct staff, by carrying out the essential elements of Business Customer Care strategy, standards, policies and procedures, and by creating and maintaining a positive work environment.
• Be available to team members to provide direction and communication.
• Coach team members on best practices to promote career development and increase customer satisfaction.
• Consistently monitor performance for quality and coaching opportunities.
• Actively set daily, monthly, and weekly goals designed to reach department expectations.
• Provide timely performance feedback and daily coaching. Perform annual reviews and effectively manage disciplinary and/or performance problems.
• Compile timely and accurate daily, monthly, and yearly reports as requested.
• Recognize individual and team contributions to encourage a positive work environment.
• Support Midco efforts to improve customer awareness and loyalty.
• Support Midco efforts to improve employee loyalty.
• Manage projects focused both on team efficiencies and customer satisfaction/effort improvement.
• 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 to be available for your team and as required by your position.
• Be available to provide assistance to team members outside of normal business hours, as needed.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Function as an effective team member while supporting the efforts and concepts of other 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: 

• Post-Secondary degree in a related field and/or equivalent experience strongly preferred.
• Two or more years of Call Center experience required.
• Previous customer service leadership experience in a call center environment is preferred.
• Previous supervisory leadership in a technical field preferred.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee may occasionally lift and/or carry loads of up to 30 lbs.
• The noise level in the work environment is moderate to loud.
• 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.  

JOB PURPOSE:

Oversee a team of GIS analysts who help to inform users across the enterprise on a variety of elements and present complex data analyses in an easy-to-understand format.  The GIS analytics team led by the manager is responsible for maintaining/upgrading the web-based GIS platform, various integrations with other systems, deploying web applications, and analyzing complex phenomena to enable stakeholders to make the best decisions. 

KEY FUNCTIONS:

• Manage GIS analyst staff to ensure quality and efficiency of work.
• Build talent within the GIS team by educating team members on analysis best practices and continuous improvement.
• Delegate tasks to analysts and ensure timely results.
• Provide expert level support of GIS applications and build and maintain GIS databases.
• Learn, teach, and implement new GIS technologies.
• Analyze spatial relationships to help assist decision makers across the enterprise.
• Create and maintain GIS standards that balance efficiency and quality.
• Deploy web-based GIS maps and applications on internally hosted GIS Portal that are simple and intuitive for the end-users.
• Collaborate on complex projects with internal teams as well as support work with outside contractors to bring projects to completion.
• Integrate GIS data and applications with other Midco systems.
• Maintain and develop data quality and organization standards as well as keep relevant documentation updated.
• Maintain an expert level understanding of GIS concepts and terms.
• Communicate GIS concepts to non-GIS personnel.
• Support ongoing data development and special analysis for telecommunication projects.
• Collaborate with other departments to understand their requirements and provide them with the best possible output.
• Edit, manipulate, and maintain geographic data using GIS software.
• Support access network design team with analysis, tools, and scripts to increase efficiency and accuracy.
• Participate in all phases of a project’s life cycle. Document project activity, communication, schedules and progress.
• Acquire and integrate data from various resources, industry sources, agencies, and vendors.
• Support ongoing data development and special analysis for telecommunication projects.
• Provide weekly, monthly, and annual reports.
• Support project schedules, meetings, and resources effectively.
• Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.
• Create a great work culture that values innovation and strategic thinking.
• Develop and direct staff, by carrying out the essential elements of company and departmental standards, policies and procedures, and by creating a positive work environment.
• Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.
• Maintain regular attendance to be available for your team and as required by your position.
• Be available to provide assistance to team members outside of normal business hours as necessary.
• Participate in the evaluation of tools and creation of customized methodologies and applications.

ADDITIONALFUNCTIONSANDRESPONSIBILITIES:

• Serve as a positive mentor by supporting team members in their professional and technical career development.
• Function as an effective team member while supporting the efforts, strategies, initiatives, and projects of other departments.
• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
• Remove obstacles for team members. Encourage creative solutions.
• Support the mission, vision, and values of Midco.
• 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.
• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and finding ways to cut through ambiguous problems.
• Possess an enthusiastic, energetic, self-motivated, and detail-oriented approach towards work and all work projects.
• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
• Possess strong problem-solving, critical-thinking, and decision-making skills while using good judgment.
• Multi-task without loss of efficiency or composure.
• Maintain a positive work atmosphere by acting and communicating in a manner that develops positive relationships with team members, customer, and leadership.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

• GIS technology degree required.
• Master’s degree is preferred.
• Minimum five years of experience in the GIS field using Esri products is required.
• 3+ years of experience analyzing data is required.
• Minimum 3 years of management experience is preferred.
• Extensive working knowledge with GNSS data collection, GIS principles and methodologies is preferred.
• Experience in the broadband field is preferred.
• Experience in scripting languages preferred (Python, SQL, etc.).

WORK ENVIRONMENT AND PHYSICAL AND MENTAL DEMANDS:

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch.
• The noise level in the work environment is moderate
• 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.
• Be available to travel to locations across Midco’s service footprint.

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.

JOB PURPOSE:

The Centralized Business Account Executive partners with business owners to understand their technology needs and provide creative solutions to drive revenue growth. In this role, you will be responsible for develop relationships with new and existing business, drive sales, and provide the best customer experience possible.

KEY FUNCTIONS:

• Manage a portfolio of accounts and develop new business opportunities through inbound-outbound calls, emails, and chats.
• Retain customers by understanding their concerns and develop solutions to maintain their business.
• Leverage multiple systems and tools to complete the sales process.
• Research client’s current and future technology needs to support business objectives and goals.
• Execute sales strategies and best practices to achieve revenue targets.
• Collaborate with cross-functional teams to ensure customer satisfaction by delivering qualified solutions that meets the client’s needs.
• Maintain accurate records of sales activities and customer interactions.
• Accurately complete sales order for fulfillment team for installations next steps.
• Stay up to date with industry trends and best practices.
• 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.

ADDITIONALFUNCTIONSANDRESPONSIBILITIES:

• 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.
• 1+ years of experience in inside sales or account management preferred.
• Proven track record of success providing excellent customer service.
• Excellent communication skills to collaborate with clients and other internal teams.
• Ability to work independently and as part of a team.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• This is a role requires using technology and at a workstation for extended periods of time.
• The noise level in the work environment is moderate.
• 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.