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Customer Service Rep

3 months ago

Hudson, United States Mediacom Communications Full time

Located in Waterloo, IA

Position: Lead Customer Sales & Service Representative IV, Front Counter

Position Overview:
Responsible for enhancing and monitoring the performance of Customer Service, Front Counter Associates. Work to ensure Mediacom customers are provided outstanding service and a positive experience in a prompt and professional manner. In addition to normal customer interactions, responsibilities include managing customer escalations/concerns. Perform direct support to Front Counter Associates and customers consistent with Mediacom's policies and procedures. Travel will be required.

Company Benefits:

Along with that rewarding feeling, you'll be given the Power to Succeed in your career while enjoying ongoing training and a generous benefits package designed to be flexible and relevant to your needs. You'll find all sorts of advantages to joining the Mediacom team including:

  • Health, vision, and dental insurance
  • Paid vacation, holidays and flex paid time off
  • 401K with generous company match
  • 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
Position Responsibilities:
  • Perform all duties of Senior Customer Sales & Service Representative, Front Counter I-III.
  • Answer day to day questions about Mediacom policies and procedures to Front Counter staff.
  • Provide daily motivation for the Front Counter team to hit daily sales goals.
  • Assist in the training and development of Front Counter staff.
  • Resolve any customer escalations for service and support.
  • Verification daily of all monies received, and batch releases.
  • Interact with customers in person to answer customer inquiries and solve problems regarding billing, services, and products.
  • Responsible for research and interaction with other departments as necessary to resolve any customer issue.
  • Utilize appropriate sales and retention guidelines to properly process customer requests to add or disconnect services remaining knowledgeable and current on all offers, specials, and Marketing materials.
  • Responsible for product knowledge of programming, pricing, packaging, and channel line ups.
  • Responsible for basic knowledge and understanding of Mediacom customer site equipment.
  • Maintain customer site equipment and inventory controls according to policy and procedures.
  • Issue and receive equipment from customers, and field staff as required by your supervisor.
  • Exceed or maintain minimum sales, quality, and productivity standards as required by Mediacom policy and procedures on an ongoing basis.
  • Demonstrate courtesy and patience in customer relations, maintaining the ability to explain all phases of billing, products, and services offered at the current time.
  • Troubleshoot basic service issues and schedule on site service calls when necessary.
  • Receive and process customer payments, balance cash draw, and post customer adjustments.
  • Verification daily of all monies received, and posted from field personnel.
  • Must report on time, and regular attendance is an essential function of this position.
  • Perform other duties as directed or required by your supervisor.
Position Requirements:
  • High School Diploma or GED required. Associates degree preferred.
  • 2+ years progressively related experience preferred.
  • Knowledge of all functions and related tasks in each area of front counter customer service.
  • Strong understanding of Mediacom CATV operations, products, services, and billing system.
  • Problem solving, motivation, and leadership skills.
  • Advanced communication (verbal/written) and customer service skills.
  • Excellent cash management skills.
  • Customer service and/or sales experience preferred.
  • Data entry and computer experience required.
  • Ability to work evenings, weekends and holidays.
  • Ability to work overtime when needed.
  • Ability to work independently and good organization skills.
  • Ability to sit or stand for extended periods of time.
  • Ability to left and carry ten pounds repeatedly, daily.
  • Travel between offices required.


Get to know us: Mediacom Communications is known by our Mediacom brands, including: Xtream TV, Phone and Internet, Xtream Xpert, Xtream Wifi360Pro, Xtream Hotspots, Mediacom Bolt, Mediacom Digital Home, Mediacom Business and OnMedia. When you join Mediacom, you are joining a powerful team of more than 4,000 individuals working together to serve more than 1.55 million customers in 22 states and connecting them to what matters most.

Our Awards: Mediacom is proud to have received the following recognitions: 2024 Best Managed Companies, 2023 Best Managed Companies, 2022 Best Managed Companies, 2021 Best Managed Companies, 2019 Best Company for Women to Work, 2017 Best Company for People of Color and Women to Work, Content & Connectivity Human Resources (C2HR)'s 2021 Social Impact Award.

Who you are matters here: Mediacom Communications is committed to Equal Employment Opportunity (EEO) for all employees and applicants for employment. Mediacom Communications prohibits discrimination and harassment based on race, color, religion, national origin, sex, gender identity, sexual orientation, pregnancy, military status, marital status, status as a parent, age, disability (physical or mental), family medical history or genetic information, reprisal for participation in protected EEO activity, or any other protected characteristic as outlined by federal, state, or local laws. These protections extend to all employment policies, practices, and actions, including, but not limited to, recruitment and hiring; job assignments; performance management; rewards; promotions; training and development; reassignments; discipline; and separations.

Disclaimer: When making a job offer, we consider several factors in our determination, such as years of related work experience; relevant skills and qualifications; education level; and certifications/licenses.

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