Care Specialist

Overview

Position:
Total Care Specialist I

This position may sit in:
Moline, IL, Gulf Breeze, FL, West Des Moines, IA or Springfield, MO

Who We Are

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!

• 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 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

• 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
• 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

• Paid on the job training and opportunity to promote
• Company Provided Equipment
• Hybrid schedule:
  The first 90 days will be on-site in the office for training. After training, schedule will be 3 weeks work from home, 1 week on-site
• Health, vision, and dental insurance
• Paid vacation, holidays and flex paid time off
• 401K with generous company match
• Pay increases through self-guided training
• Monthly commission potential
• Shift differential pay increase for evening shifts
• Employee discounts on Mediacom services, or reimbursement of internet/cable services where Mediacom services are not available
• Education Enrichment up to $5,000 per year for qualified employees
• Employee Wellness Program

Mediacom Communications is known by our Mediacom brands, including:
Xtream TV, Phone and Internet, Xtream Xpert, Xtream Wifi
360

Pro, Xtream Hotspots, Mediacom Bolt, Mediacom Digital Home, Mediacom Business and OnMedia. When you join Mediacom, you are joining a powerful team of more than 4,000 individuals serving more than 1.55 million customers in 22 states.

Mediacom is proud to have received recognitions including: 2024 Best Managed Companies, 2023 Best Managed Companies, 2022 Best Managed Companies, 2021 Best Managed Companies, 2019 Best Company for Women to Work, 2017 Best Company for People of Color and Women to Work, and others.

Mediacom Communications is committed to Equal Employment Opportunity (EEO) for all employees and applicants. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.

Disclaimer: The salary range for this position is $17.00 - $18.50 per hour. Offers consider years of related experience, skills, qualifications, education level, and certifications/licenses.