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Manager, Front CounterJob Posting Location Moline, ILWorking Hours Monday - Friday 8-5pmApply Now (https://phe.tbe.taleo.net/phe01/ats/careers/v2/applyRequisition?org=MEDIACOMCC&cws=46&rid=18769) Position: Manager, Front Counter 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. 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: Manage all aspects of office operations for the Front Counter Customer Sales & Service Representatives (CSSRs). 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:
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:
Responsible for the daily management and administration of all front counter customer sales and service activities and personnel.
Coach & monitor front counter CSSRs in appropriate front counter procedures & performance.
Follow Mediacom guidelines for recruiting, interviewing, and hiring front counter CSSRs.
Responsible for recruiting, interviewing and hiring front counter Customer Sales and Service Supervisors and Leads.
Responsible for the management and development of front counter Customers Sales and Service Supervisors and Leads.
Responsible for the effective communication and consistency of information between the front counter Customer Sales and Service management staff and all other departments.
Facilitate departmental training programs (billing system, office procedures, sales and service, computer, etc.) ensuring effective use of sales and communications skills and consistency of information.
Assist front counter CSSRs in meeting sales standards by providing training and keeping them focused on their goals.
Assist front counter CSSRs in determining the resolution of all customer situations.
Assist with “check for errors” reports on Cash handling statistics by collecting appropriate data.
Respond to customer inquiries/complaints, and ensure that appropriate action is taken including follow up with customers and staff.
Ensure and maintain adequate staffing levels. Schedule sufficient staff to provide coverage during normal and promotional business periods.
Adhere to the processing, retention, and compliance of Mediacom departmental administrative forms and records as directed.
Achieve budgetary sales and retention goals.
Facilitate promotional briefings to all departments without System Marketing personnel.
Develop and implement employee motivational programs.
Knowledge of and ability to access customer accounts, key information, input work orders/adjustments as required by the Billing System.
Forecast impact of system and departmental activity to increase customer satisfaction and decrease customer dissatisfaction.
Follow Mediacom EEO Procedures.
Maintain budgetary inventory of required office supplies. Ensure proper building maintenance.
Process collections and returned checks. Maintain correct subscriber billing accounts. Balance accounts receivable and payable. Manage petty cash, payroll, and employee benefits (where appropriate).
Responsible for managing multiple locations and ensure that all locations are meeting all of the necessary requirements.
Position Requirements:
Position requires a minimum of two years of experience in a Sales or Customer Service field. Communications or Business Office supervisory experience is necessary.
Must possess excellent listening, verbal and written communications skills including good grammar and a well-modulated speaking voice. Must be computer literate.
Possess excellent organizational and office skills and be detailed oriented.
Able to work in a high-pressure environment with all types of people, and establish good teamwork ability.
Able to analyze and solve problems in a changeable work environment.
Is neat with self and work area, and conducts self in a respectable, responsible, and courteous manner.
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 of Color and Women to Work, Content & Connectivity Human Resources (C2HR)’s 2021 Social Impact Award.
Who you are matters here: Mediacom Communications is committed to Equal Employment Opportunity (EEO) for all employees and applicants for employment. Mediacom Communications prohibits discrimination and harassment based on race, color, religion, national origin, sex, gender identity, sexual orientation, pregnancy, military status, marital status, status as a parent, age, disability (physical or mental), family medical history or genetic information, reprisal for participation in protected EEO activity, or any other protected characteristic as outlined by federal, state, or local laws. 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: 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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