Field Support Center Representative - Essential Worker
Company: Mediacom
Location: West Des Moines
Posted on: January 12, 2021
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Job Description:
Job Summary:Don't miss this opportunity to be a part of one of
the most dynamic technology companies in the market today! Mediacom
just announced a $1 Billion capital investment plan to enhance our
network and launch "Project Gigabit", an upgrade and expansion
initiative that will bring 1-Gig broadband to virtually all of the
3 million homes and businesses in our footprint which covers about
1,500 communities in 22 states.As a Field Support Center
Representative, you will work in a modern office and serve as the
hub for Mediacom field technicians who are installing and
supporting our Xtream and rocket fast internet services in customer
homes. Each day you will compile the daily work load for
technicians and assign work orders for various job types (e.g.
service installations, changes, trouble calls, disconnections
etc.). By supporting our technicians, you'll help ensure timely
installation, resolutions and overall customer satisfaction with
Mediacom.Essential Responsibilities:--- Dispatches service
technicians, installers, and other technical persons to remedy
service problems using Work Force Management tools, phones and
other technologies.--- Operates CRT/computer to review customer
account information and inputs appropriate data regarding
reschedule dates, service changes and trouble call information.---
Monitors field technician's locations and routes throughout the
day. Clears/closes technician and installer jobs and adds equipment
or services to customer accounts as necessary.--- Maintains
database and system accuracy by ensuring that customer account
records reflect the work completed in the field each day.---
Provide technical support for field staff on a wide range of
Cable/HSD/Phone provisioning and support situations.--- Contacts
customers to verify schedule date and time as necessary.---
Reschedules missed appointments as quickly as possible at a time
convenient for the customer.--- Compiles, maintains and prepares
various required operational reports, logs and files.---
Demonstrates ability to learn and execute company service policies,
procedures and properly utilize and manage dispatch tools to
complete each job.--- Handles routine dispatch calls and carries
out fundamental customer service tasksEssential Qualifications,
Knowledge, Skills & Abilities:--- Ability to perform routine
dispatching functions, such as answering telephone.--- Mature
judgment and the ability to relate well with other people.--- Must
have excellent verbal and written communication skills including
good grammar and a well-modulated speaking voice.--- Able to
provide clear and easily understood instructions (in English) over
the phone and/or in writing.--- Strong customer service skills
coupled with a working knowledge of Operating systems, computer
hardware and modem configuration and installation.--- Basic working
knowledge of networking, routers and hubs along with wireless
network configuration and phone provisioning.--- Able to operate
computer systems / CRT as needed.--- Ability to type and operate
standard office machines and computers.--- Must be punctual and
able to maintain good attendance.--- Knowledge of Microsoft Windows
and Microsoft Office (Works/Word, Outlook, Excel).--- Ability to
work well in a high stress and volume environment.Physical
Abilities:--- Able to work in an office environment.--- Able to sit
for long periods of time at a computer terminal.Working
Environment:--- Ability to work required days and hours.--- Ability
to work flexible hours including evenings, weekends, holidays and
overtime as required.--- May require work from home during
emergency situations.Experience, Education and Certifications
(Recommended):--- 1-2 years prior work experience in customer
facing role or in technical role preferred; not required.---
Customer Service or Field Technician experience is a plus; but not
required.--- Associates or College Degree; Trade School or
equivalent preferred.Keywords: Call Center, Customer Service,
College Degree
Keywords: Mediacom, West Des Moines , Field Support Center Representative - Essential Worker, Other , West Des Moines, Iowa
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