Customer Experience Manager

This position can be located in Sioux Falls, SD or Fargo, ND and may possibly include working evenings and one weekend day.

JOB PURPOSE:

Direct and implement customer experience activities to promote optimal customer service and retention by effectively leading and supporting customer experience teams, efforts, and strategies.

KEY FUNCTIONS:

• Lead, develop, and manage a customer experience team capable of carrying out the essential elements of Midco's strategy, standards, policies, and procedures; set attainable goals and objectives and follow through to successful completion.
• Develop and direct staff, by carrying out the essential elements of customer experience strategy, standards, policies and procedures, and by creating and maintaining a positive work environment.
• Be available to team members to provide direction and communication.
• Coach team members on best practices to promote career development and customer satisfaction.
• Consistently monitor performance for quality and coaching opportunities.
• Actively set daily, monthly, and weekly goals designed to reach department expectations.
• Provide timely performance feedback and daily coaching. Facilitate continuous conversations and effectively manage disciplinary and/or performance problems.
• Compile timely and accurate daily, monthly, and yearly reports as requested.
• Recognize individual and team contributions to encourage a positive work environment.
• Support Midco efforts to improve customer awareness and loyalty.
• Support Midco efforts to improve employee loyalty.
• Effectively communicate with other departments to handle escalating issues in a timely manner.
• Follow and serve as a role model in displaying Midco's Core Values and Leadership Success Drivers.
• Adhere to Midco's privacy guidelines to ensure each customer's privacy.
• Maintain regular attendance to be available for your team and as required by your position.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Support the mission, vision and values of Midco.
• Collaborate effectively with internal and external customers to ensure exceptional service.
• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
• Remove obstacles for team members. Encourage creative solutions.
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.
• Demonstrate business acumen by using data to drive decisions and actions.
• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and finding ways to cut through ambiguous problems.
• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

• Bachelor's Degree in Business Management or a related field and/or equivalent experience is required.
• Previous customer service management experience in a call center environment is preferred.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee may occasionally be required to lift and/or carry loads of up to 70 lbs.
• Flexibility to adapt to changing customer needs and business environments.
• Capability to understand and manage one's own emotions, as well as empathize with customers and team members.
• Skills to lead, motivate, and develop a team, fostering a positive and productive work environment.
• Excellent verbal and written communication skills to effectively convey information and collaborate with other departments.
• The noise level in the work environment is moderate to loud.

ABOUT MIDCO:

Midco:

• 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.

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 Midco internet & TV
• Great opportunities to get involved in volunteerism
• Generous 401(k) match and paid time away from work programs
• And many more

Visit Midco.com/Careers to learn about employment opportunities and apply today.

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, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/FederalPosters.