Supervisor, Front Counter (Non-Retail)

Position: Supervisor, Front Counter (Non-Retail)

 

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:

Responsible for enhancing and monitoring the performance of Front Counter Customer Service Representatives and Quality Assurance positions.

 

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:

• Assist CSSRs in determining the resolution of all customer situations.
• Establish and communicate goals to CSSRs that result in excellent customer satisfaction and achievement of business objectives.
• Plan and organize work flow of CSSRs.
• Train and evaluate employees to help improve performance and productivity in sales and customer service.
• Assist in the training of new CSSRs through an on-the-job-training program.
• Assist with “check for errors” reports on Cash handling statistics by collecting appropriate data.
• Establish and communicate goals to CSSRs that result in excellent customer satisfaction and achievement of business objectives.
• Track and analyze individual and departmental performance to maximize production.
• Respond to customer inquiries/complaints, and ensure that appropriate action is taken including follow up with customers and staff.
  
• Neat with self and work area, and conducts self in a respectable, responsible, and courteous manner.
• Regular attendance required.
• Other duties as assigned.

 

Position Requirements:

• Bachelor's degree preferred.
• Required – 2 years’ customer service or retail supervisory experience.
• Must possess excellent listening, verbal and written communications skills including good grammar and a well-modulated speaking voice. Must be computer literate.
  
• Adeptness in handling customer complaints
• Possess excellent organizational and office skills and be detailed oriented.
• Able to coordinate with multiple management levels and groups, work in a high-pressure environment with all types of people, and establish good teamwork ability.
• Able to analyze and solve problems in a changeable work environment.
• Valid driver’s license with acceptable driving record required.
• Regional/Area travel is required.
• Must be willing to work evenings, weekends, and holidays as required.

 

Get to know us: Mediacom Communi