Lead Customer Sales & Service Representative IV, Front Counter

Mediacom Communications Corporation - Waterloo, IA (30+ days ago)3.2


Responsible for enhancing and monitoring the performance of Customer Service, Front Counter Associates. Work to ensure Mediacom customers are provided outstanding service and a positive experience in a prompt and professional manner. In addition to normal customer interactions, responsibilities include managing customer escalations/concerns. Perform direct support to Front Counter Associates and customers consistent with Mediacom’s policies and procedures. Travel will be required.

SPECIFIC RESPONSIBILITIES:
• Performs all duties of Senior Customer Sales & Service Representative, Front Counter I-III.
• Answer day to day questions about Mediacom policies and procedures to Front Counter staff.
• Provide daily motivation for the Front Counter team to hit daily sales goals.
• Assist in the training and development of Front Counter staff.
• Resolve any customer escalations for service and support.
• Verification daily of all monies received, and batch releases.
• Interact with customers in person to answer customer inquiries and solve problems regarding billing, services, and products.
• Responsible for research and interaction with other departments as necessary to resolve any customer issue.
• Utilize appropriate sales and retention guidelines to properly process customer requests to add or disconnect services remaining knowledgeable and current on all offers, specials, and Marketing materials.
• Responsible for product knowledge of programming, pricing, packaging, and channel line ups.
• Responsible for basic knowledge and understanding of Mediacom customer site equipment.
• Responsible for maintaining customer site equipment and inventory controls according to policy and procedures.
• Issue and receive equipment from customers, and field staff as required by your supervisor.
• Exceed or maintain minimum sales, quality, and productivity standards as required by Mediacom policy and procedures on an ongoing basis.
• Demonstrate courtesy and patience in customer relations, maintaining the ability to explain all phases of billing, products, and services offered at the current time.
• Troubleshoot basic service issues and schedule on site service calls when necessary.
• Receive and process customer payments, balance cash draw, and post customer adjustments.
• Verification daily of all monies received, and posted from field personnel.
• Must report on time, and regular attendance is an essential function of this position.
• Perform other duties as directed or required by your supervisor.

PREFERRED EXPERIENCE/SKILLS:
• High School Diploma or equivalent, some college preferred.
• 2+ years progressively related experience preferred.
• Knowledge of all functions and related tasks in each area of front counter customer service.
• Strong understanding of Mediacom CATV operations, products, services, and billing system.
• Problem solving, motivation, and leadership skills.
• Advanced communication (verbal/written) and customer service skills.
• Excellent cash management skills.
• Customer service and/or sales experience preferred.
• Data entry and computer experience required.
• Ability to work evenings, weekends and holidays.
• Ability to work overtime when needed.
• Ability to work independently and good organization skills.
• Ability to sit or stand for extended periods of time.
• Ability to left and carry ten pounds repeatedly, daily.
• Travel between offices required.