Customer Experience Specialist - Aberdee...

Job Description

Job Highlights

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 the state of South Dakota is 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!

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.

Work Environment:

• 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.