Total Care Specialist I

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

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.

Position: Total Care Specialist I

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

Qualified candidates will work to primarily answer residential repeat/escalated customer billing issues, repeat/escalated connectivity issues for all products (video, HSD, Phone), priority call queues, office of the president calls, new customer and appointment calls. This position will also support general billing, repair, and high speed data calls as necessary. This is an empowered universal agent position with demonstrated knowledge in all residential products and services.

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:

• 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!


• Pay increases through self-guided training!


• 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

• 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

Position Requirements

• 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.


• Bachelors 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!

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 $17.00 - $25.00 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.

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