Commercial Support Specialist

Position

Commercial Support Specialist I

Since 1995, Mediacom Communications has become a coast-to-coast presence with operations in 22 states and a team exceeding 4,000 people with the mission of bridging the digital divide between America’s major cities and America’s smaller regions. The services we offer—faster, more reliable internet service; expanded, free digital and HD TV choices; and superior technology in home security and phone service—are a direct result of our powerful culture of growth and innovation.

As we continue to grow, so do our career opportunities. We aim to be at the forefront in delivering easy-to-use, high-tech entertainment, communications, and internet products to the communities we serve. To achieve this, Mediacom Communications seeks talented professionals to partner with us in meeting these challenges and realizing what we can imagine. Take that next step toward your future and join our growing team!

We’re looking for intuitive, enthusiastic problem-solvers to join our growing team of dedicated business services ambassadors! Specialists will provide excellent service to Mediacom’s business clients. Customer communications will be conducted via telephone and e‑mail interactions and will include resolution topics such as billing questions, troubleshooting connectivity issues and product support of Mediacom Hosted Wi‑Fi and Static IP services. Additional duties also include scheduled maintenances determining customer impact, customer notification as well as billing questions associate with commercial services.

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:

• Paid on the job training and opportunity to promote!
• Company Provided Equipment!
• 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!

• Answer inbound commercial customer service calls pertaining to Mediacom’s business clients.
• Provide prompt resolution of billing questions or service interruptions through appropriate troubleshooting.
• Enter trouble tickets or contact Field Support personnel as needed.
• Through training, maintain an ongoing working knowledge of all commercial products, services, and promotions to effectively communicate best options to customers.
• Facilitate excellent customer relations through professional and courtesy one call resolution process.
• Make informed recommendations on service solutions where appropriate to better support the customer’s business needs.
• Monthly bonus potential based on call performance and customer satisfaction scores.
• Additional earning potential from on-the-job training courses and non-sales commission available.
• Shifts vary; will need to be able to work a flexible schedule which may include some evenings, weekends, and holiday hours. Over‑time may be necessary during periods of high call volume.

• High School Diploma or GED required.
• Previous experience in an inbound call center, Helpdesk or face‑to‑face customer service required.
• Proficiency in operating a computer using Windows required.
• Proficiency in Internet and networking terminology such as:
  Static IP, MAC Address, VPN and Wi‑Fi highly preferred.
• Must be able to multi‑task and successfully serve customer needs in a fast‑paced environment.
• Possess ability to maintain a professional manner and “customer centric” focus to best assist customers.
• Strong organizational skills and problem-solving skills highly preferred.
• Ability to work in a remote environment while successfully meeting customer needs.
• Ability to type 30+ WPM.

Mediacom Communications is known by our Mediacom brands, including:
Xtream…