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- 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 management
- 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 opportunities
- 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.