Commercial Support Specialist III

Position: Commercial Support Specialist III

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:

Qualified candidates will work primarily to assist the Commercial Support Supervisor and Manager in the day to day operations of the Commercial Support Department. Candidates will also answer repeat/escalated customer billing issues, repeat/escalated connectivity issues, handle bulk, Enterprise, and National Accounts customers, and new advanced commercial support products such as hosted PBX and PRI.  This position will also support general commercial repair and billing groups as necessarily. 

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:

• 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!

Position Responsibilities:

• Provide operational support for Commercial Repair frontline staff.
• Assist the Commercial Supervisor in creating a successful team of individuals that are empowered to service Mediacom Commercial customers in all billing, repair and other service related topics.
  
• Answer inbound commercial customer service calls pertaining to Mediacom’s Business Solutions.
• Provide prompt resolution of billing questions or service interruptions through appropriate troubleshooting.
• Contact field support or the necessary level of field management to ensure resolution to repeat issues and ensure prompt issue resolution.
• Continually maintain an expertise of all commercial 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 better support the customer’s business.
• May be required to work in one or multiple call queues.
• Must be able maintain the highest level of performance with regards to department scorecard standards.
• Perform other duties as assigned by management.
• 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.

Position Requirements:

• High School Diploma or GED required.
• 3 years prior work experience recommended in Enterprise, NOC, or Commercial.
• 1 year experience in Commercial Specialist II role.
• Successful completion of Mediacom technical support training programs, or equivalent experience working in a technical support environment.
• Proficiency in operating a computer using a Windows based environment.
• 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.
• Preferred 4 years minimum experience in hospitality, customer service or technical support field.
• For internal applicants, demonstrated 12 month successful support of Commercial lines of business, and Scorecard metrics.

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 Best Managed Companies, 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: The salary range for this position is $15.00 - $28.75 an hour. 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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Salary : $5,000