Position: Field Support Center Representative
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!
Position Overview:
As a Field Support Center Representative, you will serve as the hub for Mediacom field technicians who are installing and supporting our Xtream and rocket fast internet services in customer homes. Each day you will compile the daily workload for technicians and assign work orders for various job types (e.g. service installations, changes, trouble calls, disconnections, etc.). By supporting our technicians, you’ll help ensure timely installation, resolutions, and overall customer satisfaction with Mediacom.
The start date for this position will be August 12, 2024.
Company Benefits:
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 many advantages to joining the Mediacom team such as:
- Health, vision, and dental insurance
- Education Enrichment of up to $5,000 per year for qualified employees
- 401(k) with generous company match
- Paid vacation, holidays, and flex paid time off
- Employee discounts on Mediacom services, where available. In areas where Mediacom services are not available, a reimbursement of internet/cable services is provided
- Training and professional development
- Employee wellness program
Position Responsibilities:
- Dispatch service technicians, installers, and other technical persons using Work Force Management tools, phones, and other technologies
- Review customer account information and input appropriate data regarding re-schedule dates, service changes, and trouble call information using CRT/computer
- Monitor field technicians’ locations and routes throughout the day
- Close technician and installer jobs and add equipment or services to customer accounts as necessary
- Maintain database and system accuracy by ensuring that customer account records reflect the work completed in the field each day
- Reschedule missed appointments at a time convenient for the customer
- Compile, maintain, and prepare various required operational reports, logs, and files
Position Qualifications:
- High School Diploma or GED required, Associate's Degree preferred
- 1 to 2 years of prior work experience in a customer-facing or call center role is preferred, but not required
- Proven ability to handle customer interactions with professionalism
- Proficient computer and data entry skills; comfortable learning and using computer software
- Proficient at handling high call volumes while providing excellent service
- Basic knowledge of Microsoft Windows and experience using email programs
- Must have the ability to work successfully while multi-tasking (including speaking, typing, and moving in and out of multiple platforms)
- Strong customer service skills including listening skills, processing detailed information, communicating detailed and complex information, and ability to establish rapport with customers
- Detail-oriented, strong organizational and follow-through skills are required
- Dual-monitor environment experience highly preferred; proven ability to toggle back and forth between multiple platforms and databases quickly and efficiently
- Strong written and verbal communication skills with the ability to work independently in a fast-paced environment
Disclaimer: The hourly range for this position is $18.00 - $19.00. When making a job offer, we consider several factors in our determination, such as years of related work experience; relevant skills and qualifications; education level; and certifications/licenses.
Get to know us: Mediacom Communications is known by our Mediacom brands, including: Xtream TV, Phone and Internet, Xtream Xpert, Xtream Wifi360Pro, 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 working together to serve more than 1.55 million customers in 22 states and connecting them to what matters most.
Our Awards: Mediacom is proud to have received the following recognitions: 2024, 2023, 2022 & 2021 Best Managed Companies, 2019 Best Company for Women to Work, 2017 Best Company for People of Color and Women to Work, Content & Connectivity Human Resources (C2HR)’s 2021 Social Impact Award.
Who you are matters here: Mediacom Communications is committed to Equal Employment Opportunity (EEO) for all employees and applicants for employment. Mediacom Communications prohibits discrimination and harassment based on race, color, religion, national origin, sex, gender identity, sexual orientation, pregnancy, military status, marital status, status as a parent, age, disability (physical or mental), family medical history or genetic information, reprisal for participation in protected EEO activity, or any other protected characteristic as outlined by federal, state, or local laws. These protections extend to all employment policies, practices, and actions, including, but not limited to, recruitment and hiring; job assignments; performance management; rewards; promotions; training and development; reassignments; discipline; and separations.
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