Care Specialist - Commercial; Enterprise

Position:
Total Care Specialist, Business (Enterprise)

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!

Qualified candidates will work to primarily answer repeat/escalated customer billing issues, repeat/escalated connectivity issues, handle bulk, Enterprise, and National Accounts customers, and new advanced commercial support products such as hosted PBX and PRI. This position will also support general commercial repair and billing groups as necessary. This is an empowered universal agent position with expertise in all commercial products and services and possesses the drive and ability to provide the highest level of customer service and support on complex problems.

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:

• 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 Solutions.
• Provide prompt resolution of billing questions or service interruptions through appropriate troubleshooting.
• Contact field support or the necessary level of field management to ensure resolution to repeat issues and ensure prompt issue resolution.
• Continually maintain an expertise of all commercial products, services and promotions.
• Responsible for improving customer relations through professional and courtesy one call resolution.
• Support Fiber and Enterprise level products and services.
• Must be able maintain the highest level of performance with regards to department scorecard standards.
• May be required to work in one or multiple call queues.
• Perform other duties as assigned by management.

• Associates Degree or above preferred.
• Required – 4 years minimum experience in hospitality, customer service or technical support field.
• Preferred – For internal applicants, demonstrated 12-month successful support of Commercial lines of business, and Scorecard metrics.
• Successful completion of Mediacom technical support training programs, or equivalent experience working in a technical support environment.
• Successful completion of Mediacom technical support training programs, or equivalent experience working in a technical support or customer service environment.
• Proficiency in operating a computer using a Windows based environment including MS Internet Explorer and MS Office.
• Ability to learn, understand and troubleshoot commercial advanced lines of business, and comfortable working with new products and technology.
• Must have strong 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.

Mediacom Communications…