Hybrid Care Specialist I – Billing & Tech Support

Mediacom Communications; West Des Moines (IA); Hybrid; USD 23,000 - 34,000; Full time

Benefits offered by this job

Hybrid schedule

Health, vision, and dental insurance

Paid vacation and holidays

Job summary

Mediacom Communications is looking for a Total Care Specialist I to handle residential billing and connectivity inquiries. You’ll manage escalated calls across video, high-speed data, and phone services while delivering quick, accurate resolutions.

The role supports a hybrid work model with initial on-site training, followed by blended in-office and work-from-home days. A strong emphasis on customer-centric service and teamwork is expected.

Qualifications

• 2+ years work experience in a customer service or technical support role.
• Successful completion of Mediacom technical support training programs, or equivalent experience working in a related technical support or customer care service environment.
• Proficiency in operating a computer using a Windows based environment including MS Internet Explorer and MS Office.
• Must be able to work under strict guidelines, and in a fast paced customer support environment.
• Must have proven analytical thinking skills.
• Strong organizational skills including the ability to manage multiple tasks.
• Must maintain a professional manner and "customer centric" focus.
• Strong verbal and written communication skills.
• Demonstrated knowledge of industry products and services; such as DOCIS, TIVO, CSG and others.
• Bachelor's Degree highly preferred.
• Availability to work a flexible schedule which includes days, evenings, weekends and holiday hours.
• Overtime will be required during periods of high call volume.
• Performance based merit environment that includes call performance statistics and sales opportunities!

Responsibilities

• Answer inbound customer calls pertaining to repeat and escalated calls (billing and repair), VIP, and office of the president calls.
• Provide prompt one call resolution of billing questions or service interruptions through appropriate troubleshooting, product knowledge, and mastery of policies and procedures.
• Contact field support or the necessary level of field management to ensure resolution to repeat issues and ensure prompt issue resolution.
• Continually maintain a working knowledge of all residential products, services and promotions.
• Responsible for improving customer relations through professional and courtesy one call resolution.
• Offer alternate product or service solutions where appropriate to support the customer’s needs.
• Must be able to maintain the highest level of performance with regards to department scorecard standards.
• Will be required to work in one or multiple call queues.
• Perform other duties as assigned by management

Skills

Customer service experience

Clear communication

Technical support

Analytical thinking

Education

Bachelor's Degree

Tools

MS Office

Job description

Mediacom Communications is looking for a Total Care Specialist I to handle residential billing and connectivity inquiries. You’ll manage escalated calls across video, high-speed data, and phone services while delivering quick, accurate resolutions.

The role supports a hybrid work model with initial on-site training, followed by blended in-office and work-from-home days. A strong emphasis on customer-centric service and teamwork is expected.