Inbound Customer Service

Company: Mediacom
Location: Iowa City
Posted on: May 6, 2021

Job Description:

GENERAL RESPONSIBILITIES:

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

SPECIFIC 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.
* 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.
* Meets retention goals set by Company/department.
* May assist in the training of new Representatives through on-the-job training program.
* Other duties as assigned.

PREFERRED EXPERIENCE/SKILLS:

* High School Diploma or equivalent required.
* 2+ years customer service experience required, sales experience preferred.
* Customer-oriented mentality.
* Ability to operate a computer.
* 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.

Keywords: Mediacom, Iowa City , Inbound Customer Service, Hospitality & Tourism , Iowa City, Iowa