Customer Sales & Service Representative IV, Lead

Job Posting Location Chillicothe, IL

Working Hours

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Position: Customer Sales & Service Representative IV, Lead

Position Overview: Responsible for enhancing and monitoring the performance of Customer Sales & Service Representatives (CSSRs). Answer customer calls and provide a positive customer experience in a prompt and professional manner. Calls include selling Mediacom services, resolving billing concerns, troubleshooting service issues and scheduling service and installation appointments.

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 all sorts of advantages to joining the Mediacom team including:

• Company Provided Equipment!

• 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, 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:

• Perform all duties of Customer Sales & Service Representatives I-III.

• Maintain designated department standards.

• Assist in the training of new CSSRs through an on-the-job-training program.

• Establish and communicate goals to CSSRs that result in excellent customer satisfaction and achievement of business objectives.

• Train and evaluate employees to help improve performance and productivity in sales and customer service.

• Plan and organize work flow of CSSRs.

• Assist CSSRs in meeting sales standards by providing training and keeping them focused on their goals.

• Assist supervisor(s) in the handling of assigned administrative responsibilities, which include record-keeping and general clerical functions.

• Assist CSSRs in determining the resolution of all customer situations.

• Assist supervisor(s) with special projects.

• Assume responsibility of a supervisor in supervisor’s absence.

• Assist supervisor(s) with “check for errors” reports and telephone statistics by collecting appropriate data and preparing charts and graphs.

• Operate computer and other office equipment as required.

• Demonstrate courtesy and patience in customer relations.

  Position Requirements:

• High School Diploma or GED required. Associates degree preferred.

• 3+ years work experience in customer service or technical support role.

• 1+ years experience in Customer Sales & Service Representative III role.

• Knowledge of all functions and related tasks in each area of customer service.

• Adeptness in handling customer complaints.

• Extensive knowledge of CATV operations and current services.

• Ability to work independently with good organizational skills.

• Ability to type and operate standard office machines and computers.

• Good understanding of the computer billing system.

• Knowledge of HSD service, the internet, and computers.

• Problem solving skills, leadership skills.

• Excellent verbal and written communication skills.

• Knowledge and practice of acceptable English grammar and spelling.

  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: 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, 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.

  Disclaimer: 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.

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Mediacom endeavors to make mediacomcable.com/careers accessible to any and all users. If you would like to contact us regarding the accessibility of our careers website, please contact careersassistance@mediacomcc.com or dial 845-443-2408 . Any inquiries regarding employment application status, resume submittal, open positions and any other general inquiries will not receive a response.

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