Midcontinent

Role Description As a Carrier Relations Specialist, you will execute strategies in collaboration with cross-functional teams and partner carriers to increase sales revenue and support Midco’s internal off-net network and internet services. Leverage industry and technical expertise to ensure off-net and internet solutions are delivered on time, meet technical specifications, and are secured at fair market pricing while optimizing cost and performance. - Maintain relationships with partner carriers providing services to support Midco customer contracts and the internal Midco network. - Negotiate pricing and contract terms with partner carriers for off‑net circuits, internet, long‑haul, and dark fiber to support sales proposals and internal network needs. - Continually monitor the base of contracted services to identify opportunities for optimization and cost reduction. - Maintain contracting activities with partner carriers, including new contracts, timely renewals, and maintaining centralized, accessible contract records. - Maintain vendor escalation and contact records to support provisioning, maintenance, billing, and issue resolution. - Develop preferred carrier partnerships aligned with company strategy, while maintaining existing relationships through regular communication and industry engagement. - Evaluate partner carrier performance using defined criteria related to service quality, performance, and pricing. - Maintain the accuracy of Midco’s off‑net circuit ID database. - Ensure ENNIs are established for all off‑net circuits and that documentation is accurate and maintained within the ENNI database. - Order and appropriately document cross connects from carrier hotels to support customer contracts and the internal Midco network. - Manage service disconnection requests with partner carriers. - Communicate disconnect activity to appropriate internal and external stakeholders, update databases, and coordinate logistics with cross‑functional teams. - Collaborate with internal network teams to plan and support existing and future capacity needs. - Review, and resolve billing issues related to carrier invoices, ensuring alignment with contract terms. - Assist in research and resolution efforts for carrier‑related issues. - Work with Partner Carriers to request service level credits as needed based on missed service level commitments. - 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. Qualifications - High school diploma or equivalent (GED). - Demonstrated experience (3+ years) in telecommunications or carrier/vendor management, with direct involvement in procuring, managing, or supporting network services (off-net circuits, internet, transport, or fiber solutions). - Ability to independently manage vendor or carrier relationships, including negotiating pricing, contract terms, or service delivery expectations. - Working knowledge of telecommunications network components and service delivery, including concepts such as EVCs, DIAs, cross connects, ENNI, and the management of circuits throughout their full lifecycle (ordering, provisioning, testing, maintenance, and disconnect). - Experience reviewing and interpreting contracts, pricing structures, and billing, with the ability to identify discrepancies and drive resolution. - Ability to evaluate vendor performance and make recommendations that balance cost, quality, and operational impact. - Basic understanding of internet and data network design, including private‑line interfaces and handoffs. - Strong communication (written, verbal, and listening), organizational, business, and computer skills. Preferred Qualifications - Bachelor’s degree in Business, Telecommunications, Information Systems, or a related discipline. Work Environment - The noise level in the work environment is moderate. - Work is primarily performed in a professional office environment and/or remote work setting, depending on business needs. - May be required to work in excess of 40 hours per week and outside normal business hours, such as holidays, evenings, and weekends, as business demands. Physical Demands - May occasionally be required to reach with hands and arms, stoop, kneel, or crouch. - May be required to remain in a seated position for extended periods. - May occasionally lift or move items such as materials, equipment, or supplies. - Heavy keyboard/mouse usage required with repetitive movements. Mental Demands - Demonstrate sustained attention to detail and concentration when reviewing contracts, billing, technical documentation, and database records. - Communicate complex information, expectations, and updates clearly and professionally, both verbally and in writing, with internal teams and external carrier partners. - Effectively manage multiple priorities and deadlines while maintaining accuracy and focus in a fast‑paced, evolving environment. - Remain calm, professional, and solution‑oriented when responding to changing business needs, service issues, or high‑pressure situations. - Apply strong analytical thinking and sound judgment to evaluate pricing, performance, contractual terms, and operational data in support of informed decision-making. - Work productively both independently and in collaboration with cross‑functional teams to meet operational, financial, and strategic objectives. - Consistently apply policies, procedures, and guidelines while exercising discretion and judgment in negotiations, escalations, and problem resolution.

Role Description This is your opportunity to be part of Midco – a leader in communications and technology! As a member of our team, you’ll redefine customer experience, creating meaningful connections with each customer you serve. As a CX Specialist I, you will create meaningful connections with customers by delivering exceptional experiences. In this role, you will build strong relationships while efficiently managing multiple inquiries and resolving concerns 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. - Connect with customers to provide solutions for product, service and billing inquiries. - Deliver exceptional customer experiences by building rapport, demonstrating empathy and resolving questions and concerns accurately. - Identify and recommend products and solutions based on individual customer needs, enhancing their understanding of Midco's offerings and options. - Utilize creative problem-solving skills to troubleshoot and address customer questions and concerns. - Follow up with customers in a timely manner when necessary. - Efficiently manage time and handle customer interactions, ensuring accurate responses and high customer satisfaction. - Navigate multiple tools and systems to troubleshoot issues, find resolutions and seamlessly support customers. - Document customer interactions and transactions, including inquiries, complaints, comments, and actions taken, ensuring accurate records. - Maintain strong knowledge of Midco products and services. - Provide feedback and suggest improvements for internal and customer-facing tools and systems. - 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. Qualifications - High school diploma or equivalent (GED). - Basic typing, email and computer skills. - Proficient at using technology including the internet and applications. - Exceptional communication skills, both verbal and written. - Ability to adapt and excel in a fast-paced work environment. Requirements - Inbound and outbound call center environment, wearing a headset. - Extremely time sensitive to meet customer demand. - 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. Benefits - Work-from-home full time with all computer and phone equipment provided! - Bilingual Spanish speaking differentials available. - Living within a 60-mile radius of Aberdeen, SD required. - Hiring for multiple shifts working 40 hours per week (mid-morning to late afternoon) with evening and weekend availability essential. - 5%-15% shift differentials may be available. - Learn, grow, and succeed with interactive training that is fully paid. - Excellent benefits package including medical, dental, vision, PTO, and FREE Midco tv and internet, and more!