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Mediacom Communications · 2 months ago

Lead Customer Sales & Service Representative IV, Front Counter

Waterloo, IA

Full-time

Onsite

Mid, Senior Level

$18/hr - $22/hr

2+ years exp

Mediacom Communications is a company serving over 1.55 million customers across 22 states. They are seeking a Lead Customer Sales & Service Representative IV to enhance customer service performance, manage escalations, and support Front Counter Associates, ensuring a positive customer experience.

ContentDigital MediaInternetNewsTelecommunications

Growth Opportunities

Responsibilities

Perform all duties of Senior Customer Sales & Service Representative, Front Counter I-III

Answer day to day questions about Mediacom policies and procedures to Front Counter staff

Provide daily motivation for the Front Counter team to hit daily sales goals

Assist in the training and development of Front Counter staff

Resolve any customer escalations for service and support

Verification daily of all monies received, and batch releases

Interact with customers in person to answer customer inquiries and solve problems regarding billing, services, and products

Responsible for research and interaction with other departments as necessary to resolve any customer issue

Utilize appropriate sales and retention guidelines to properly process customer requests to add or disconnect services remaining knowledgeable and current on all offers, specials, and Marketing materials

Responsible for product knowledge of programming, pricing, packaging, and channel line ups

Responsible for basic knowledge and understanding of Mediacom customer site equipment

Maintain customer site equipment and inventory controls according to policy and procedures

Issue and receive equipment from customers, and field staff as required by your supervisor

Exceed or maintain minimum sales, quality, and productivity standards as required by Mediacom policy and procedures on an ongoing basis

Demonstrate courtesy and patience in customer relations, maintaining the ability to explain all phases of billing, products, and services offered at the current time

Troubleshoot basic service issues and schedule on site service calls when necessary

Receive and process customer payments, balance cash draw, and post customer adjustments

Verification daily of all monies received, and posted from field personnel

Must report on time, and regular attendance is an essential function of this position

Perform other duties as directed or required by your supervisor

Qualification

Customer service experienceMediacom CATV operationsProblem solving skillsCash management skillsLeadership skillsAdvanced communication skillsData entry experienceOrganizational skills

Required

High School Diploma or GED required

Data entry and computer experience required

Ability to work evenings, weekends and holidays

Ability to work overtime when needed

Ability to work independently and good organization skills

Ability to sit or stand for extended periods of time

Ability to lift and carry ten pounds repeatedly, daily

Travel between offices required

Preferred

Associates degree preferred

2+ years progressively related experience preferred

Knowledge of all functions and related tasks in each area of front counter customer service

Strong understanding of Mediacom CATV operations, products, services, and billing system

Problem solving, motivation, and leadership skills

Advanced communication (verbal/written) and customer service skills

Excellent cash management skills

Customer service and/or sales experience preferred

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!