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Customer Sales & Service Representative
Mediacom Communications
Moline, IL, United States
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General Responsibilities:
Responsible for enhancing and monitoring the performance of Customer Sales & Service Representatives (CSSRs). Answer customer calls and provide a positive customer experience in a prompt and professional manner. Calls include selling Mediacom services, resolving billing concerns, troubleshooting service issues and scheduling service and installation appointments.
Specific Responsibilities:
• Performs all duties of Customer Sales & Service Representatives I-III.
• Maintains designated department standards.
• Assists in the training of new CSSRs through an on-the-job-training program.
• Establishes and communicates goals to CSSRs that result in excellent customer satisfaction and achievement of business objectives.
• Trains and evaluates employees to help improve performance and productivity in sales and customer service.
• Plans and organizes work flow of CSSRs.
• Assists CSSRs in meeting sales standards by providing training and keeping them focused on their goals.
• Assists supervisor(s) in the handling of assigned administrative responsibilities, which include record-keeping and general clerical functions.
• Assists CSSRs in determining the resolution of all customer situations.
• Assists supervisor(s) with special projects.
• Assumes responsibility of a supervisor in supervisor’s absence.
• Assists supervisor(s) with “check for errors” reports and telephone statistics by collecting appropriate data and preparing charts and graphs.
• Operates computer and other office equipment as required.
• Demonstrates courtesy and patience in customer relations.
Preferred Experience/Skills:
• 3+ years work experience in customer service or technical support role.
• 1+ years experience in Customer Sales & Service Representative III role.
• Associates/Bachelors Degree preferred.
• Knowledge of all functions and related tasks in each area of customer service.
• Adeptness in handling customer complaints.
• Extensive knowledge of CATV operations and current services.
• Ability to work independently with good organizational skills.
• Ability to type and operate standard office machines and computers.
• Good understanding of the computer billing system.
• Knowledge of HSD service, the internet, and computers.
• Problem solving skills, leadership skills.
• Excellent verbal and written communication skills.
• Knowledge and practice of acceptable English grammar and spelling.
Keywords: Customer Service, Call Center, Lead