Total Care Specialist, Residential at Mediacom in West Des Moines, IA

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Description

General Responsibilities:
Qualified candidates will work to primarily answer residential repeat/escalated customer billing issues, repeat/escalated connectivity issues for all products (video, HSD, Phone), priority call queues, office of the president calls, new customer and appointment calls. This position will also support general billing, repair, and high speed data calls as necessary. This is an empowered universal agent position with expertise in all residential products and services and possesses the drive and ability to provide the highest level of customer service and support on complex problems.

Specific Responsibilities:
* Answer inbound customer calls pertaining to repeat and escalated calls (billing and repair), VIP, and office of the president calls.
* Provide prompt one calls 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 ensure 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 maintain the highest level of performance with regards to department scorecard standards.
* May be required to work in one or multiple call queues
* Perform other duties as assigned by management

Special Job Requirements:
* Availability to work a flexible schedule which includes days, evenings, weekends and holiday hours.
* Over-time may be required during periods of high call volume
* Performance based merit environment that includes call performance statistics and sales opportunities

Preferred Experience/Skills:
* 3+ yearswork experience in customer service or technical support role.
* Associates/Bachelors Degree preferred.
* Demonstrated mastery of Mediacom CSR/Tier Positions, Lead CSR, Total Care required
* 1+ years experience in Customer Sales & Service Representative IV role.
* Successful completion of Mediacom technical support training programs, or equivalent experience working in a technical support or customer 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 strong 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
* For internal applicants, demonstrated 12 month successful support of residential lines of business, and Scorecard metrics

Keywords:Total Care, Customer Service, Call Center

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