Total Care Specialist I

MediaCom•Moline, IL

2d•$17 - $19•Hybrid

About The Position

Qualified candidates will work to primarily answer residential repeat/escalated customer billing issues, repeat/escalated connectivity issues for all products (video, HSD, Phone), priority call queues, office of the president calls, new customer and appointment calls. This position will also support general billing, repair, and high speed data calls as necessary. This is an empowered universal agent position with demonstrated knowledge in all residential products and services.

Requirements

2+ years work experience in a customer service or technical support role.
Successful completion of Mediacom technical support training programs, or equivalent experience working in a related technical support or customer care service environment.
Proficiency in operating a computer using a Windows based environment including MS Internet Explorer and MS Office.
Must be able to work under strict guidelines, and in a fast paced customer support environment.
Must have proven analytical thinking skills.
Strong organizational skills including the ability to manage multiple tasks.
Must maintain a professional manner and "customer centric” focus.
Strong verbal and written communication skills.
Demonstrated knowledge of industry products and services; such as DOCIS, TIVO, CSG and others.
Availability to work a flexible schedule which includes days, evenings, weekends and holiday hours.
Overtime will be required during periods of high call volume.
Performance based merit environment that includes call performance statistics and sales opportunities!

Nice To Haves

Bachelors Degree highly preferred.

Responsibilities

Answer inbound customer calls pertaining to repeat and escalated calls (billing and repair), VIP, and office of the president calls
Provide prompt one call resolution of billing questions or service interruptions through appropriate troubleshooting, product knowledge, and mastery of policies and procedures
Contact field support or the necessary level of field management to ensure resolution to repeat issues and ensure prompt issue resolution
Continually maintain a working knowledge of all residential products, services and promotions.
Responsible for improving customer relations through professional and courtesy one call resolution
Offer alternate product or service solutions where appropriate to support the customer's needs
Must be able to maintain the highest level of performance with regards to department scorecard standards
Will be required to work in one or multiple call queues
Perform other duties as assigned by management

Benefits

Paid on the job training and opportunity to promote!
Company Provided Equipment!
Hybrid schedule!
The first 90 days will be on-site in the office as Mediacom provides the training for your new role. After successful completion of training, the schedule will be 3 weeks work from home, 1 week on-site in the office.
Health, vision, and dental insurance!
Paid vacation, holidays and flex paid time off!
401K with generous company match!
Pay increases through self-guided training!
Monthly commission potential!
Shift differential pay increase for evening shifts!
Employee discounts on Mediacom services, where available. In areas where Mediacom services are not available, a reimbursement of internet/cable services are provided !
Education Enrichment up to $5,000 per year for qualified employees!
Employee Wellness Program!