Customer Care Support Expert - Fargo, ND

Description

• 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 Technicians by answering questions, troubleshooting, order entry, and documentation during install and service appointments.
• Serve as Midco’s professional representative when communicating with customers in every channel.
• Train, as requested, to develop and broaden your skill sets 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.
• 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.

• Make providing an exceptional customer experience a daily focus.
• Embrace the culture of empowerment to do the right thing for our customers.
• Function as an effective team member while supporting the efforts and concepts of other departments.
• Support the mission, vision, and values of Midco.
• 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.
• 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.
• Identify opportunities for improvement while creating and implementing viable solutions.
• Actively follow Midco's policies and procedures.
• Possess strong verbal and written communication skills
• Perform other duties as assigned.

• High school diploma or GED required. Associates degree preferred.
• Previous customer service experience required.
• Basic typing and email skills required.
• Comfortable using technology including the internet and applications.
• Exceptional communication skills.
• Ability to adapt and excel in a fast-paced work environment.

• 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.

• 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.

• 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