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 wor