This job was posted by https://www.azjobconnection.gov : For more
information, please see: https://www.azjobconnection.gov/jobs/6953148
Position Overview:
Take incoming calls in a call center environment assisting internet and
phone customers with technical service-related problems including
hardware and software configurations. Provide the best customer
experience from the beginning of the call to the end of the call each
time. Build customer loyalty by utilizing active listening to
troubleshoot and resolve technical issues for cable, internet, and phone
services on the first call.The first six months will be on-site in the
office as Mediacom provides the training for your new role. After
successful completion of training, the schedule will be 3 weeks work
from home, 1 week on-site in the office.
Position Schedule- Fully Hybrid at 6 months:
- Month 1-3: Training (onsite)
- Month 4-5: Live calls, ongoing training as needed (onsite)
- Month 6: Full hybrid schedule rotation (25% onsite, 75% work from
home)
Position Responsibilities:
- Provide exceptional customer service while walking customers through
common hardware and software configurations to maximize product
functionality.
- Navigate multiple tools, while keeping customer engaged, to identify
the root cause of customer issues.
- Schedule on-site service calls when necessary.
- Multitasking ability to talk, type, read and listen.
- Meet or exceed attendance expectations.
- Meet or exceed sales goals.
- Enter Sales, upgrade, or service changes quickly and accurately.
- Adherence to schedule.
- Ability to adapt in a fast paced always changing environment.
Position Experience:
- High School Diploma or equivalent required, 2-year degree preferred.
- 1 year+ of prior customer service or technical support experience;
cable industry experience preferred.
- Previous experience in an inbound call center environment preferred.
- Must have ability to work successfully while multi-tasking (to
include speaking, typing, and moving in and out of multiple
platforms.)
- Knowledge of common consumer internet software including various
browsers and email platforms preferred.
- Basic understanding of internet, networking, and email protocols.
- Strong customer service skills including listening skills,
processing detailed information and ability to establish rapport
with customers.
- Effective verbal and written communication skills.
- Ability to type 30+ WPM.
- Shift Flexibility: able to work evenings, weekends, holidays,
overtime.
- Strong problem solving or organizational skills.
- Understanding of basic accounting mathematics.
- Microsoft Office experience a plus.
