Total Quality Senior Specialist jobs in Ames, IA

Position: Total Care Resolution Specialist, Business

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 to primarily answer commercial customers repeat/escalated customer billing issues, connectivity issues for all products (video, HSD, Phone), priority call queues, 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 commercial business products and services and possesses the drive and ability to provide the highest level of customer service and support on complex problems.  

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:

• 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 commercial business 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
• 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  including call performance statistics and sales opportunities
   
  

Position Requirements:

• Associates degree preferred.
• 3 years work experience in customer service or technical support role.
• Demonstrated mastery of Mediacom CSR/Tier Positions.
• 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 commercial business 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: 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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