Customer Experience Specialist - Madison, SD

Midcontinent • Madison, SD

15h • Remote

About The Position

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.

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.

Requirements

• 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.

Nice To Haves

• Bilingual Spanish speaking differentials available.
• Living within a 60-mile radius of Madison 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.

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.

Benefits

• Work-from-home full time with all computer and phone equipment provided!
• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED