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Job Details

Requisition Number 18-0347
Post Date 10/16/2018
Title Business Relationship Coordinator - Advanced
City Sioux Falls
State SD
Description

Midco 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 services
  • Tuition reimbursement
  • Support of employee involvement in the communities we serve
  • Employee referral program
  • Wellness programs

Visit MidcoCareers.com to learn about employment opportunities and apply today.

JOB PURPOSE:

Process and coordinate new, upgrade and renewal agreements for Small and Medium business customers. At as a liaison to business customers to ensure sales activities meet or exceed customer’s expectations and company and departmental quality standards.

KEY FUNCTIONS:

  • For advanced services (PRI T1, SIP, EVC), review and process contracts with accuracy and ensure compliance with product catalog, company policy and regulatory requirements
  • Coordinate site surveys, installs, and other onboarding activities directly with external customers and other internal departments as required to ensure on time delivery
  • Facilitate the order fulfillment process by working directly with the customer and/or Sales Consultant to assist with T1/SIP form completion
  • Work directly with customers, as well as vendors, to determine pertinent details regarding their service configuration and coordinate all install and testing dates
  • Initiate and monitor capital, construction and installation projects related to assigned service orders
  • Assist with special projects by performing duties such as testing, participating in project meetings, and soliciting feedback from others, creating process documentation or other duties as assigned
  • Facilitate customer relocations, renewals, and service changes as they occur
  • Provide assistance to Sales Consultants including, but not limited to: compiling any missing information or forms required to install, answering process questions, and helping navigate the Customer Relationship Management (CRM) system
  • Serve as the Sales Consultant’s point of contact by serving as a liaison between them and other internal departments, facilitating the flow of information
  • Proactively contact customers following installation to ensure customer satisfaction
  • Process Carrier Authorization forms for telephone directly with the Directory Listing department
  • Ensure special provisions, requests, or instructions are recorded and executed per the signed contract
  • Provide assistance and training to other team members
  • Accurately document customer interactions in a timely manner according to company and departmental policies and procedures
  • Communicate effectively and professionally in all forms of communication with internal and external customers
  • Adhere to Midco’s privacy guidelines to ensure each customer’s privacy
  • Maintain regular attendance
  • Actively follow Midco policies and procedures
  • Perform other duties as assigned

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

  • Support Midco’s’ efforts to improve customer awareness, satisfaction, and loyalty.
  • Mentor new hires
  • Possess an in-depth knowledge of the business and internal processes and procedures
  • Utilize CRM to execute essential functions and maintain a general understanding of sales activity
  • 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
  • Self-motivated and detail oriented with work projects
  • Utilize strong problem solving, organizational, time management, 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 and respectful demeanor with customers, coworkers, and management
  • Identify and recommend opportunities for improvement while creating and implementing viable solutions

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

EXPERIENCE AND EDUCATION:

  • High School diploma or GED required
  • Experience with MS Office, including Word, Excel & Outlook required
  • Contract administration experience required
  • Customer service or sales experience with advanced order placement required
  • Minimum 2 years’ project coordination experience involving multiple departments, high revenue generating customers and/or advanced service implementation required
  • Experience with using and working within a CRM application required
  • Proficient knowledge of basic voice services (main line; long distance), basic network services (SOHO, Network, Advanced internet), and video services
  • General knowledge of advanced voice services (PRI T1, SIP) and advanced network services (EVC)

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

  • The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch.
  • The noise level in the work environment is moderate.
  • 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.

  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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