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 Sioux Falls 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!

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.

Are you someone that likes to work with your hands? Do you enjoy being outside? Are you a problem solver that works well independently? If you are ready to start a new career, we have the job for you! Become a Maintenance Tech at Midco!

We will teach you how to perform preventive maintenance and to repair to the services on Midco’s regional network. What does that really mean? You’ll learn how to troubleshoot, repair and maintain the technology that provides internet, tv and phone services to our customers.

Not only will you have one of the coolest jobs in town, but you will also receive free & discounted internet and cable tv; competitive benefits & pay; annual bonus; and progressive career opportunities with pay increases! And if that wasn’t enough, our Maintenance Techs drive a company vehicle and wear provided company clothing!

JOB PURPOSE:

Perform preventive service and maintenance to Midco’s regional network.

Position leveling will be assigned congruent to experience and training.

Maintenance Technician Career Progression

KEY FUNCTIONS:

• Perform preventive maintenance and repair to services on Midco’s regional network.
• Sweep and balance the regional network to detect and/or correct imperfections.
• Identify areas in need of service and repair including, but not limited to adjustment and alignment of equipment used for signal processing, amplification, and transmission.
• Take appropriate preventive measures to repair and maintain the regional network in customer homes and commercial property from the Headend.
• Demonstrate proficiency in and working knowledge of several areas of network systems; recognize deviations and distinguish them from accepted practices.
• Repair and maintain equipment, network systems and all components.
• Ensure that all documentation is timely and accurate and in compliance with FCC and company regulations.
• Troubleshoot and repair ingress and egress problems in the regional network including, but not limited to transmission levels, signal loss, off-air interference and equipment failures.
• Maintain signal performance by proactively testing the network on a regular basis.
• Install, maintain and repair power supplies and provide splicing and activation of the regional network.
• Provide technical support and guidance by assisting with the resolution of installation or service problems encountered at customer sites.
• Install and disconnect video, internet, and telephone services in customer homes and commercial property as needed.
• Repair and/or wire cable from poles/pedestals into customer homes and commercial property; wire additional outlets as needed.
• Complete Midco First Time Right certification within 90 days of hire. Consistently apply First Time Right principles in all aspects of work.
• Possess knowledge of Midco’s safety program (Target Zero), practice and enforce safety rules and procedures; operate all equipment in a safe manner.
• Operate and drive a Company vehicle in accordance with Midco’s “Use of Vehicle for Company Business” policy.
• Be ready, willing, and able to travel.
• Produce timely and accurate daily and monthly reports.
• Communicate effectively and professionally in all forms of communication with internal and external customers.
• Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance as required by your position

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Effectively communicate with other departments to handle escalating issues in a timely manner.
• Function as an effective team member 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:

• HS diploma or GED required.
• Minimum 1 years installing & troubleshooting broadband services.
• Employees will be assigned a level congruent to their experience and training. See above.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee must occasionally lift and/or carry loads of up to 70 lbs.
• The noise level in the work environment is moderate to loud.
• While performing the duties of this position, the employee is frequently exposed to outside weather conditions and may occasionally be exposed to moving mechanical parts, high, precarious places, risk of electrical shock, and risk of radiation and vibration.
• In-person visits to a customer’s home or place of business are normal in the performance of this job. Specific abilities required include accessing a customer's home or place of business by stairs or elevator, operating doors or other entrances, navigating hallways and buildings, etc., and adapting successfully to a constantly changing environment.
• 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.
• Must be able to climb poles, ladders, and other structures with proper equipment.
• Must be able to work from elevated heights and in tight spaces such as attics and crawlspaces.

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/FederalPosters.