Customer Retention and Sales Representative I

Mediacom Communications; West Des Moines (IA); Hybrid; USD 18,000 - 25,000; Full time

Benefits offered by this job

Sign-On Bonus

Hybrid schedule with training

Company Provided Equipment

Health, vision, dental insurance

Paid vacation and holidays

401K with match

Monthly commission

Shift differential for evenings

Employee discounts

Education Enrichment up to $5,000/year

Employee Wellness Program

Job summary

Mediacom Communications is seeking a Retention Specialist in West Des Moines, IA to turn disconnection or downgrade requests into sales opportunities. You will listen to customers, apply retention promotions, and use Mediacom resources to compete with alternatives.

The role emphasizes problem solving, upselling Mediacom Mobile, and delivering legendary service on a hybrid schedule with on-site training followed by work-from-home weeks.

Qualifications

• High School Diploma or GED required.
• 2+ years customer service experience required, sales experience preferred.
• Customer-oriented mentality.
• Ability to successfully navigate multiple computer programs simultaneously.
• Identify customer needs and recommend solutions that drive value; sales experience a plus.
• Strong consultative selling skills, including active listening, needs discovery, objection handling, and closing.
• Proficiency in typing and electronic communication.
• Effective listening skills with high level of empathy.
• Effective verbal communication skills, including grammar and tone.
• Strong ability to ask relevant questions to identify customer needs/concerns.
• Ability to remain calm and confident while managing confrontation and rejection.
• Self-motivator - upbeat and with a high energy level.
• Strong work ethic; team-oriented attitude.

Responsibilities

• Turn reasonable requests for disconnection or downgrade into save opportunities or potential sales.
• Apply Retention Department’s mission statement to sell Mediacom’s service when possible.
• Actively listen to customer needs and offer the appropriate Retention promotion to prevent customer from disconnecting or downgrading.
• Use the Mediacom resources to sell against the competition and explain our competitive edge.
• Educate customers on Mediacom Mobile service and gain sales on inbound calls.
• Build customer loyalty by providing legendary customer service.
• Complete disconnect, transfer and seasonal downgrade orders and update customer accounts in customer record database.
• Educate customers in the use of installed products, service offerings, billing, charges, and product features.
• Resolve customer complaints and situations calmly and courteously.
• Troubleshoot and resolve service, pricing and technical problems for customers by asking questions.
• Meet retention goals set by Company/department.
• May assist in the training of new Representatives through on-the-job training program.
• Other duties as assigned.

Skills

Customer service

Sales experience

Active listening

Needs discovery

Objection handling

Closing

Typing proficiency

Electronic communication

Communication

Multitasking

Teamwork

Education

High School Diploma or GED

Job description

Position Overview

Develop and maintain existing relationships with customers who are considering cancellation or downgrade of current Mediacom services by identifying needs and offering solutions.

Company Benefits

• $1000 Sign-On Bonus!
• Paid on the job training and opportunity to promote!
• 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!
• Monthly commission potential!
• Shift differential pay increase for evening shifts!
• 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

• Turn reasonable requests for disconnection or downgrade into save opportunities or potential sales.
• Apply Retention Department’s mission statement to sell Mediacom’s service when possible.
• Actively listen to customer needs and offer the appropriate Retention promotion to prevent customer from disconnecting or downgrading.
• Use the Mediacom resources to sell against the competition and explain our competitive edge.
• Educate customers on Mediacom Mobile service and gain sales on inbound calls.
• Build customer loyalty by providing legendary customer service.
• Complete disconnect, transfer and seasonal downgrade orders and update customer accounts in customer record database.
• Educate customers in the use of installed products, service offerings, billing, charges, and product features.
• Resolve customer complaints and situations calmly and courteously.
• Troubleshoot and resolve service, pricing and technical problems for customers by asking questions.
• Meet retention goals set by Company/department.
• May assist in the training of new Representatives through on-the-job training program.
• Other duties as assigned.

Position Requirements

• High School Diploma or GED required.
• 2+ years customer service experience required, sales experience preferred.
• Customer-oriented mentality.
• Ability to successfully navigate multiple computer programs simultaneously.
• Ability to identify customer needs and recommend solutions that drive value and results; sales experience a plus.
• Strong consultative selling skills, including active listening, needs discovery, objection handling, and closing.
• Proficiency in typing and electronic communication.
• Effective listening skills with high level of empathy.
• Effective verbal communication skills, including grammar and tone.
• Strong ability to ask relevant questions to identify customer needs/concerns.
• Ability to remain calm and confident while managing confrontation and rejection.
• Self-motivator - upbeat and with a high energy level.
• Strong work ethic; team-oriented attitude.

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: 2025 Best Managed Companies, 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 of Color and Women to Work, Content & Connectivity Human Resources (C2HR)’s 2021 Social Impact Award.

Who you are matters here:

Mediacom Communications Corporation is an Equal Opportunity/Affirmative Action Employer. We are committed to Equal Employment Opportunity (EEO) for all employees and applicants for employment. Mediacom Communications Corporation prohibits discrimination and harassment based on race, national origin, religion, age, color, sex, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. These protections extend to all employment policies, practices, and actions, including, but not limited to, recruitment and hiring; job assignments; performance management; rewards; promotions; training and development; reassignments; discipline; and separations.

Disclaimer:

The salary range for this position is $13.00 - $18.00 an hour. When making a job offer, we consider several factors in our determination, such as years of related work experience; relevant skills and qualifications; education level; and certifications/licenses.

Accessibility Statement:

Mediacom endeavors to make mediacomcable.com/careers accessible to any and all users. If you would like to contact us regarding the accessibility of our careers website, please contact 845-443-2408. Any inquiries regarding employment application status, resume submittal, open positions and any other general inquiries will not receive a response.