Virtual Team Supervisor - Retention

Job Posting Location Chillicothe, IL

Working Hours Department open 7 AM-8PM M-F, 8AM – 5 PM Saturday

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Position: Virtual Team Supervisor (VTS)

THIS POSITION CAN SIT IN CHILLICOTHE, IL or CEDAR RAPIDS, IA

Position Overview:

The Virtual Team Supervisor is part of the leadership team responsible for providing frontline support for all call center representatives to ensure we provide a concierge level of service to our customers. This position will report to the Senior Operations/Regional Manager.

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:

• Monthly bonus potential!

• 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:

• Provide agent support virtually in multiple platforms including call queue and web chat.

• Assist Call Center Representatives (CSRs) in production with systems and process questions to drive first call resolution.

• Resolve customer issue by successfully handling escalated issues, speaking with customers directly, and processing of tickets.

• Provide authorization for credits, or restricted systems changes to resolve account issues.

• Assist Employee Development Managers (EDMs) with team member coaching, training, and career development.

• Approve team timecards.

• Maintain favorable relations between all departments.

• Assist with special projects as necessary.

• Perform all other duties as required or directed.

  Position Requirements:

• High school diploma or GED required. Associate’s degree preferred.

• Requires 3 days in office/remote 2 days.

• Provide onsite leadership for the physical location/floor supervisor responsibilities.

• Approximately 50% of time spent on direct floor support/escalations/and interacting with customers with remaining 50% focusing on administrative tasks including but not limited to CATS ticket/Projects/Assisting Employee Development Managers (EDMs.)

• A minimum of 2 years customer service direct supervisory experience in cable or related field.

• At least 2-3 years of customer service experience.

• Working knowledge of PC Based word processing and spreadsheet programs, especially Microsoft Word/Excel.

• Strong organizational and follow-through skills required.

• Candidate must possess excellent written and oral skills.

  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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