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Job Details

Customer Care Super Lead

Company name
Midcontinent Communications

Location
Sioux Falls, SD

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Requisition Number18-0203Post Date5/16/2018TitleCustomer Care Super LeadCitySioux Falls or FargoStateSDDescriptionMidco has been blazing trails since 1931, bringing innovation to the world of telecommunications and delighting customers with exceptional service. Through ambition, imagination and a genuine commitment to each other, Midco proudly serves more than 385,000 residential and business customers in 342 communities in Kansas, Minnesota, North Dakota, South Dakota, and Wisconsin. We’re also dedicated to making our communities better places to live, work and play. 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 and discounted Midco servicesTuition reimbursementSupport of employee involvement in the communities we serveEmployee referral programWellness programsVisitMidcoCareers.com to learn about employment opportunities and apply today.** May be location in Fargo, ND or Sioux Falls, SD **JOB PURPOSE:Provide support for call center representatives by managing inbound call and email queues. Act as a resource, subject matter expert, and educator for representatives. KEY FUNCTIONS:Effectively handle incoming and escalation calls from current Midco customers.Efficiently answer incoming calls and email inquiries from Customer Care representatives.Function as an educator and leader by mentoring staff.Act as a positive role model and support the direction of the company.Actively promote a positive customer experience driven culture.Identify opportunities for improvement and suggest solutions that support the Trailblazer mission.Cross- train as requested to develop and broaden skill sets and support customer demand.Partner with managers to build a positive culture focused on improving the customer experience.Partner with managers to increase efficiency and effectiveness in the call center.Partner with managers in communicating with external and internal customers via a variety of methods. including but not limited to IVR management, social media, Source update and training opportunities. Maintain the skill set of a representative to effectively provide feedback. Perform in the role of representative as deemed necessary by manager.Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in carrying out Customer Care functions and all other areas of responsibilities.Communicate effectively and professionally with team members and internal and external customers in all forms.Compile timely and accurate reports as requested.Adhere to Midco’s privacy guidelines to ensure internal and external customer privacy.Maintain regular attendance as required by your position.ADDITIONAL FUNCTIONS AND RESPONSIBILITIES: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 solutionsActively follow Midco policies and procedures.Perform other duties as assigned.EXPERIENCE AND EDUCATION:High school diploma or GED required, some college preferred.The ideal candidate will have Midco work experience.Previous call center experience required. Previous leadership experience preferred.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 30 lbs.The noise level in the work environment is moderate to loud.Employees may be required to work rotating shifts.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.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, or any other characteristic protected by law. #DNI

Company info

Midcontinent Communications
Website : https://www.midco.com/

Company Profile

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