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Field Support Center Representative - Located in West Des Moines, IA

Company: Mediacom
Location: Grinnell
Posted on: January 16, 2022

Job Description:

Located in West Des Moines, IA

Job Summary:

Don't miss this opportunity to be a part of one of the most dynamic technology companies in the market today!

As a Field Support Center Representative, you will work in a modern office and serve as the hub for Mediacom field technicians who are installing and supporting our Xtream and rocket fast internet services in customer homes. Each day you will compile the daily workload for technicians and assign work orders for various job types (e.g. service installations, changes, trouble calls, disconnections etc.). By supporting our technicians, you'll help ensure timely installation, resolutions and overall customer satisfaction with Mediacom.

The start date for this position will be January 24th, 2021

The health and safety of our employees and candidates is very important to us. Mediacom continues to ensure a safe work environment for our current and new employees. Mediacom has transitioned to virtual hiring practices, utilizing tools that allow us to virtually connect with candidates. Our in-office environment adheres to all CDC guidelines.

Essential Responsibilities:

  • Dispatches service technicians, installers, and other technical persons to remedy service problems using Work Force Management tools, phones and other technologies.
  • Operates CRT/computer to review customer account information and inputs appropriate data regarding reschedule dates, service changes and trouble call information.
  • Monitors field technician's locations and routes throughout the day. Clears/closes technician and installer jobs and adds equipment or services to customer accounts as necessary.
  • Maintains database and system accuracy by ensuring that customer account records reflect the work completed in the field each day.
  • Reschedules missed appointments as quickly as possible at a time convenient for the customer.
  • Compiles, maintains and prepares various required operational reports, logs and files.
    Essential Qualifications, Knowledge, Skills & Abilities:
    • 1-2 years prior work experience in customer facing role or in technical role preferred; not required.
    • Associates or College Degree; Trade School or equivalent preferred.
    • Strong customer service skills.
    • Must have excellent verbal and written communication.
    • Able to operate computer systems.
    • Knowledge of Microsoft Windows and Microsoft Office (Works/Word, Outlook, Excel).
    • Comfortable working in a Call Center set environment. Ability to work well in high call volumes.

Keywords: Mediacom, Cedar Rapids , Field Support Center Representative - Located in West Des Moines, IA, Other , Grinnell, Iowa

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