Digital CX Professional

Work Location Type

Remote

Location(s)

West Fargo, ND, USA; Sioux Falls, SD, USA

Job Summary:

As a Digital CX Professional, you will create meaningful connections with customers by delivering exceptional experiences through digital communication channels in a fast-paced, high-volume contact center environment. In this role, you will build strong customer relationships while managing multiple simultaneous conversations and resolving inquiries 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 written communication skills, resilience, attention to detail, and the ability to navigate multiple systems and customer interactions simultaneously. This position can be located in South Dakota, North Dakota or Kansas.

Work Schedules: 

• Sunday - Thursday 1:00 PM - 10:00 PM
• Monday - Friday 1:00 PM - 10:00 PM
• Sunday - Thursday 1:00 PM - 10:00 PM
• Sunday - Thursday 3:00 PM - Midnight

Responsibilities:

• Handle a continuous volume of customer interactions through written communication channels including chat, text, mobile communication platforms, email, and emerging digital platforms while maintaining efficiency, accuracy, and a high level of customer experience throughout each interaction.
• Efficiently manage time, priorities, and multiple simultaneous customer and team member interactions while maintaining accuracy, productivity standards, and an exceptional customer experience.
• Connect with customers to provide solutions in response to questions regarding products, services, billing, and account inquiries.
• Deliver exceptional customer experiences by building rapport, demonstrating empathy, and resolving customer questions and concerns accurately and timely.
• Identify individual customer needs and recommend products and solutions that enhance their understanding of Midco's offerings and options.
• Utilize creative problem-solving skills to troubleshoot and resolve customer questions, concerns, and service-related issues.
• Navigate multiple tools, systems, and customer interactions simultaneously to troubleshoot issues and update customer accounts seamlessly.
• Manage a range of interactions from simple informational inquiries to complex or sensitive situations requiring problem-solving, de-escalation, and customer education.
• Prepare work orders for customer-related issues, which may include but are not limited to service changes, upgrades, disconnects, and trouble calls.
• Strive to exceed productivity and quality goals while maintaining an exceptional customer experience.
• Document customer interactions and transactions, including inquiries, complaints, comments, and actions taken, ensuring accurate records and disposition of each contact.
• Provide feedback and identify opportunities for improvement regarding internal and customer-facing tools and systems, including websites, virtual assistants, knowledge resources, and digital platforms.
• Maintain strong knowledge of Midco products and services.
• Participate in training to develop and broaden skill sets and support customer demand.
• Make providing an exceptional customer experience a daily focus by embracing the culture of empowerment to do the right thing for our customers.
• Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

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

Required Qualifications:

• High school diploma or equivalent (GED).
• Basic typing, email, and computer skills.
• Proficient at using technology, including internet-based applications, software platforms, and digital communication tools.
• Experience 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.
• Strong written communication skills with the ability to communicate professionally, clearly, and accurately across multiple digital platforms.
• Strong verbal communication skills to collaborate effectively with team members and internal business partners.
• Demonstrate a customer-focused mindset, including empathy, patience, and a desire to understand and meet customer needs.
• Show accountability and follow-through to ensure positive outcomes and experiences for customers.
• Ability to adapt and excel in a fast-paced environment while managing multiple simultaneous interactions.gh school diploma or equivalent.

Preferred Qualifications:

• CX Professional requirements met or equivalent experience.

• Digital CX Professional experience preferred.

• Excellent communication skills with the ability to convey a positive tone, relay technical information, and effectively interact with customers.

Work Environment:

• Fast-paced, high-volume contact center environment supporting customers through multiple digital communication channels.
• Continuous management of simultaneous customer conversations with minimal downtime between interactions.
• Extremely time sensitive to meet customer demand and service-level expectations.
• Must remain at a workstation for extended periods while actively engaging with customers and digital platforms.
• 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.

Physical Demands:

• Heavy keyboard and mouse usage required with repetitive movements.
• Must remain at your workstation for long periods of time while managing multiple simultaneous customer interactions.
• Frequent screen viewing and navigation across multiple systems and applications.

Mental Demands:

• Ability to understand, follow, and execute both routine and non-routine verbal and written instructions.
• Proficiency in understanding problems and collaborating with others to find alternative solutions.
• Clearly articulate instructions and expectations through written and verbal communication.
• Skilled in focusing on the issue at hand without reacting emotionally.
• Ability to de-escalate conflicts effectively.
• Maintain composure, resilience, and focus during sustained periods of high-volume customer interactions across multiple digital channels.
• Adapt quickly to changing situations, customer needs, technologies, and business priorities.
• Effectively manage the stress of ongoing simultaneous customer conversations and competing demands.
• Retain and recall product information, procedures, policies, and customer details during and across multiple interactions.
• Make timely, accurate decisions while balancing quality, productivity, and customer experience expectations.
• Demonstrate resilience while managing repetitive tasks and sustained customer engagement.

Benefits Summary

• Free Midco internet and TV
• Generous 401(k) match and paid time away from work programs
• Midco-provided short and long term disability insurance
• Midco contributions to your HSA
• Programs to support your physical, mental, emotional and financial wellbeing
• And many more

About Midco