Job Summary:

\nAs 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.\n

Responsibilities:

Connect with customers to provide solutions for product, service and billing inquiries.\nHandle 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.\nDeliver exceptional customer experiences by building rapport, demonstrating empathy and resolving questions and concerns accurately.\nIdentify and recommend products and solutions based on individual customer needs, enhancing their understanding of Midco's offerings and options.\nUtilize creative problem-solving skills to troubleshoot and address customer questions and concerns.\nFollow up with customers in a timely manner when necessary.\nEfficiently manage time and handle customer interactions, ensuring accurate responses and high customer satisfaction.\nNavigate multiple tools and systems to troubleshoot issues, find resolutions and seamlessly support customers.\nManage a range of interactions from quick inquiries to complex or sensitive situations requiring de-escalation.\nDocument customer interactions and transactions, including inquiries, complaints, comments, and actions taken, ensuring accurate records.\nMaintain strong knowledge of Midco products and services.\nProvide feedback and suggest improvements for internal and customer-facing tools and systems.\nParticipate in training to develop and broaden skill sets and support customer demand.\nMake providing an exceptional customer experience a daily focus by embracing the culture of empowerment to do the right thing for our customers\nModel Midco's mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.\nEnsure customer privacy by adhering to Midco's privacy guidelines while actively following Midco policies and procedures.\nMaintain reliable and predictable attendance as required by the position.\nPerform other duties as assigned.

Note:

Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.\n

Required Qualifications:

High school diploma or equivalent (GED).\nBasic typing, email and computer skills.\nProficient at using technology including the internet and applications.\nExperience 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.\nStrong verbal and written communication skills, with the ability to listen actively and respond thoughtfully.\nDemonstrate a customer-focused mindset, including empathy, patience, and a desire to understand and meet customer needs.\nShow 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.\nExtremely time sensitive to meet customer demand.\nFast-paced, high-volume environment with minimal downtime between customer engagements.\nMay be required to work in excess of 40 hours per week.\nMost 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.\nMust remain at your workstation for long periods of time to manage repetitive, high-volume interactions with sustained focus\nRegular and consistent use of a headset.

Mental Demands:

Ability to understand, follow and execute both routine and non-routine verbal and written instructions.\nProficiency in understanding problems and collaborating with others to find alternative solutions.\nClearly articulate instructions and expectations.\nSkilled in focusing on the issue at hand without reacting emotionally.\nAbility to de-escalate conflicts effectively.\nMaintain composure, resilience, and focus during sustained periods of high-volume, continuous customer interactions.\nAdapt quickly to changing situations and customer needs and effectively manage the stress of ongoing incoming interactions.\nRetain and recall product information, procedures, and customer details during and across interactions.\nMake timely, accurate decisions in a fast-paced environment with competing demands. 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Customer Experience Specialist - Aberdeen, SD