Process Support Representative I

Position Overview

The Process Support Representative performs a variety of duties to support the back end of different company processes and its e-Commerce website. It is a non-selling position that will transfer any sales calls to a sales representative.

Company Benefits

• 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

• Investigate and work to resolve orders that were flagged with possible issues as they came through e-Commerce.
• Place outbound calls to existing customers to gauge their satisfaction level and when issues are identified, escalate to the appropriate department to resolve.
• Process customer payments.
• Research serviceability of addresses using Mediacom’s billing system, USPS website, and Google maps, then submit tickets as needed to prepare the addresses for transactional sales activity.
• Screens potential sales leads for serviceability and eligibility before handing them off to the sales teams.
• Research accounts to update the installation status of each which management then uses for reports and invoices.
• Other duties as assigned that involve inbound calls, outbound calls, and other account management of a non-selling nature.

Position Requirements

• A high school diploma or GED required.
• Ability to utilize a PC with several different applications simultaneously.
• Effective communication skills, both written and verbal.
• Adaptable to new work methods and mixtures of daily workload.
• Effective verbal communication skills, including grammar and tone.
• Ability to ask relevant questions to identify customer needs/concerns.
• Self-motivator - upbeat and with a high energy level.
• Strong work ethic; team-oriented attitude.