| This position can be located anywhere in the Midco footprint or remotely. JOB PURPOSE: Manage and optimize the performance of the business Client Fulfillment team to align with customer experience initiatives. Accountable for the timely and accurate end-to-end business client contract fulfillment including, but not limited to order entry, client fulfillment project management and billing commencement and verification. KEY FUNCTIONS: - Develop and manage an effective, efficient and solutions-oriented Client Fulfillment team that owns the customer experience from the point a business contract is signed to the client being placed into billing.
- Identify, report on, and ensure team member accountability to key performance indicators (KPIs). Continuously review and enhance reporting to allow for effective performance management, resource forecasting and data-driven decision making.
- Ensure standard work is developed, documented, adhered to, reviewed and revised as appropriate.
- Communicate and engage with other key departments to ensure obstacles are removed so the team can successfully support clients.
- Effectively serve on strategic projects as the primary point of contact for Client Fulfillment by working collaboratively across a cross-functional project team, identifying the needs of the team, advocating for the team and customer, keeping key stakeholders informed and achieving team buy-in and excitement.
- Empower team members to collaborate across boundaries, use critical thinking and problem-solving skills to resolve issues and answer questions; practice mindful escalation by accurately assessing the level of urgency and overall impact to the customer experience or business.
- Partner with IT on the continuous development of enabling technologies/systems to improve efficiency, increase throughput, improve accuracy and offer an improved customer experience.
- Partner with training to ensure training materials are clear, effective, current, and available. As needed, facilitate training through a variety of mediums (print, online, in-person and video conference).
- Remain current on industry and technology changes/trends and share information with team.
- Coach team members consistently by regularly monitoring performance and training best practices to promote career development and customer satisfaction.
- Provide timely feedback in one-on-one meetings and annual reviews based on communicated expectations and KPIs. Correct performance issues and address disciplinary actions in a timely fashion.
- Set goals designed to motivate team members to reach department expectations that align with the company’s strategic plan.
- Adhere to Midco privacy guidelines to ensure each customer’s privacy.
- Maintain regular attendance to be available to provide direction and communication to team members.
ADDITIONAL FUNCTIONS AND RESPONSIBILITIES: - Embrace and lead change by raising the tough issues, seek out opportunities to be involved in key decisions, advocate for your team and address concerns in a timely manner.
- Share strengths, opportunities, mistakes and learnings to grow and teach others; solicit ideas; and recognize and appreciate others’ strengths and successes.
- Prepare team for change by remaining confident and maintaining an optimistic and resourceful approach.
- Demonstrate insight into own strengths and opportunities while soliciting feedback and acting on feedback from the team.
- Assess talent gaps and communicate resource needs for the team while remaining alert for viable candidates in the community and organization.
- Create balanced, diverse teams that deliver results, assess talent and provide constructive and motivating feedback to foster engagement.
- Understand how team’s priorities and actions fit into the broader organizational goals and communicate clearly to team members while checking for understanding and buy-in.
- Foster a respectful, open and inclusive culture that values diverse perspectives and backgrounds.
- Demonstrate knowledge of industry, economic and technology trends and their implications for the team.
- Examine issues from multiple angles while challenging own assumptions, investigating thoroughly and break down problems into easily digestible pieces for the team.
- Share and use appropriate metrics to track and measure performance, use data from multiple sources to make decisions and make well-reasoned decisions while helping others do the same.
- Embrace new ideas, recognize others for innovating and evaluate the impact or value of innovative ideas.
- Ensure the team keeps customers and team members top of mind, solicit information and listen fully.
- Provide resources to achieve goals, convey a sense of urgency to help the team move quickly to seize opportunities and address problems.
- Objectively measure team results, delegate in a way that is motivating, challenging and developmental, hold self and others to expected results while conveying trust.
- Actively follow Midco policies and procedures.
- Perform other duties as assigned.
EXPERIENCE AND EDUCATION: 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 to loud.
- 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.
ABOUT MIDCO: 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. By 2025, Midco will deploy 10G, the next great leap for broadband – while also expanding its fixed wireless network to rural areas. 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 internet / cable
- 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. 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 click HERE. |
