Commercial Support Specialist I

About Us

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.

About the Role

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 include scheduled maintenances determining customer impact, customer notification, and billing questions associated with commercial services.

Responsibilities

• 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.
• 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 courteous one-call resolution.
• Make informed recommendations on service solutions 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.
• Work a flexible schedule which may include evenings, weekends, and holiday hours.
• Overtime may be necessary during periods of high call volume.

Requirements

• 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.
• Ability to multi-task and successfully serve customer needs in a fast-paced environment.
• Ability to maintain a professional manner and "customer-centric” focus.
• Strong organizational and problem-solving skills highly preferred.
• Ability to work in a remote environment while successfully meeting customer needs.
• Ability to type 30+ WPM.

Benefits

• Paid on-the-job training and opportunities for promotion.
• 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 not available, reimbursement of internet/cable services.
• Education enrichment up to $5,000 per year for qualified employees.
• Employee Wellness Program.

Pay

The salary range for this position is $15.00 - $20.00 an hour. When making a job offer, we consider several factors such as years of related work experience, relevant skills and qualifications, education level, and certifications/licenses.