This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/6897590

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.