MediaCom

Position: Field Support Center Representative - 75% Remote

Who we are:

Since 1995, Mediacom Communications has grown to become the 5th largest cable operator in the United States and a leading gigabit broadband provider to smaller markets. With a team of over 3,900 dedicated professionals, we are committed to bridging the digital divide between America's major cities and its smaller regions. Our fiber-rich network allows us to deliver high-speed data, video, phone, and mobile services to over 3 million households and businesses across 22 states.

At Mediacom, we are passionate about growth and innovation. We offer faster, more reliable internet service, expanded digital and HD TV choices, and advanced home security and phone solutions. As we continue to expand, we strive to remain at the forefront of delivering cutting-edge entertainment, communications, and internet products. This year, we proudly launched our new mobile phone network, further enhancing our commitment to providing innovative and comprehensive services.

To achieve this, Mediacom Communications seeks talented professionals to partner with us to meet these challenges and realize what we can imagine. Take the next step toward a dynamic and rewarding career with Mediacom Communications. Learn more about us at mediacomcable.com

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 Monday, July 28.

Company Benefits:

At Mediacom, we believe that your success is our success, providing you the Power to Succeed in your career. That's why we offer a comprehensive benefits package designed to support and enhance both your personal and professional life. You'll find many advantages to joining the Mediacom team such as:

• Comprehensive Health Coverage: Including health, vision, and dental insurance to keep you and your family healthy.
• Education Enrichment: Up to $5,000 per year for professional development and educational advancement.
• 401(k) Retirement Plan: With a generous company match to help you plan for your future.
• Paid Time Off: Including vacation, holidays, and flexible paid time off to ensure work-life balance.
• Employee Discounts: Enjoy discounts on Mediacom services where available, or receive a reimbursement for internet/cable services in areas where Mediacom isn’t offered.
• Ongoing Training and Professional Development: To help you grow in your career and achieve your professional goals.
• And Much More: Additional benefits and perks!

Join the Mediacom team and experience how we’re committed to your career growth and overall well-being.

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
• Must be able to work on Saturdays
• 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 - $19.50. 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.

Our Awards: Mediacom is proud to have received the following recognitions: 2024, 2023, 2022, and 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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