Total Care Specialist I
Company: Mediacom
Location: West Des Moines
Posted on: February 17, 2021
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Job Description:
General Responsibilities: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.Specific 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 managementSpecial Job Requirements:* 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 opportunitiesPreferred
Experience/Skills:* 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.* Bachelors Degree highly
preferred.
Keywords: Mediacom, West Des Moines , Total Care Specialist I, Other , West Des Moines, Iowa
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