Field Support Center Representative

Position: Field Support Center Representative

 

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:

As a Field Support Center Representative, you will work in a modern office and serve as the hub for Mediacom field technicians who are installing and supporting our Xtream and rocket fast internet services in customer homes. Each day you will compile the daily workload for technicians and assign work orders for various job types (e.g. service installations, changes, trouble calls, disconnections etc.). By supporting our technicians, you’ll help ensure timely installation, resolutions and overall customer satisfaction with Mediacom.

 

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:

• Company Provided Equipment!
• Hybrid schedule! The first 90 days 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.
• Health, vision, and dental insurance!
• Paid vacation, holidays and flex paid time off!
• 401K with generous company match!
• Pay increases through self-guided training!
• Monthly commission potential!
• Shift differential pay increase for evening shifts!
• Bi-weekly performance bonus opportunity!
• 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:

• Dispatch service technicians, installers, and other technical persons to remedy service problems using Work Force Management tools, phones, and other technologies.
• Operate CRT/computer to review customer account information and input appropriate data regarding reschedule dates, service changes and trouble call information.
• Monitor field technician’s locations and routes throughout the day.
• Clear/close technician and installer jobs and adds equipment or services to customer accounts as necessary.
• Maintain database and system accuracy by ensuring that customer account records reflect the work completed in the field each day.
• Reschedule missed appointments as quickly as possible at a time convenient for the customer.
• Compile, maintain and prepare various required operational reports, logs and files.

 

Position Requirements:

• 1-2 years prior work experience in customer facing role or in technical role preferred, not required.
• High School Diploma or GED