Virtual Team Supervisor - Retention

Position: Virtual Team Supervisor (VTS)

 

THIS POSITION CAN SIT IN CHILLICOTHE, IL or CEDAR RAPIDS, IA

 

Position Overview:

The Virtual Team Supervisor is part of the leadership team responsible for providing frontline support for all call center representatives to ensure we provide a concierge level of service to our customers. This position will report to the Senior Operations/Regional Manager.

 

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:

• Monthly bonus potential!
• 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:

• Provide agent support virtually in multiple platforms including call queue and web chat.
• Assist Call Center Representatives (CSRs) in production with systems and process questions to drive first call resolution.
• Resolve customer issue by successfully handling escalated issues, speaking with customers directly, and processing of tickets.
• Provide authorization for credits, or restricted systems changes to resolve account issues.
• Assist Employee Development Managers (EDMs) with team member coaching, training, and career development.
• Approve team timecards.
• Maintain favorable relations between all departments.
• Assist with special projects as necessary.
• Perform all other duties as required or directed.

 

Position Requirements:

• High school diploma or GED required. Associate’s degree preferred.
• Requires 3 days in office/remote 2 days.
• Provide onsite leadership for the physical location/floor supervisor responsibilities.
• Approximately 50% of time spent on direct floor support/escalations/and interacting with customers with remaining 50% focusing on administrative tasks including but not limited to CATS ticket/Projects/Assisting Employee Development Managers (EDMs.)
• A minimum of 2 years customer service direct supervisory experience in cable or related field.
• At least 2-3 years of customer service experience.
• Working knowledge of PC Based word processing and spreadsheet programs, especially Microsoft Word/Excel.
• Strong organizational and follow-through skills required.
• Candidate must possess excellent written and oral skills.

 

Get to know us:  Mediacom Communications is known by our Mediacom brands, including: Xtream TV, Phone and Internet, Xtream Xpert, Xtream Wifi360Pro, Xtream Hotspots, Mediacom Bolt, Mediacom Digital Home, Mediacom Business and OnMedia. When you join Mediacom, you are joining a powerful team of more than 4,000 individuals working together to serve more than 1.55 million customers in 22 states and connecting them to what matters most.   

 

Our Awards:  Mediacom is proud to have received the following recognitions: 2024 Best Managed Companies, 2023 Best Managed Companies, 2022 Best Managed Companies, 2021 Best Managed Companies, 2019 Best Company for Women to Work, 2017 Best Company for People o