Virtual Team Lead, Commercial Support

Position: Virtual Team Leader (VTL)

Position Overview:

The Virtual Team Leader (VTL) 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 be pooled across all sites with Virtual Team Leaders working in a virtual call queue or chat queue to assist representatives and customers or provide assistance onsite when working with employees. This position reports to the Virtual Team Supervisor (VTS).

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:

• Performance bonus potential!
• Company Provided Equipment!
• 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:

• Assist Call Center Representatives (CSRs) in production with system and process questions to drive first call resolution.
• Resolve customer issues by successfully troubleshooting escalated issues, speak with customers directly and process tickets.
• Assist Employee Development Managers (EDMs) and Supervisors with team member coaching, training, and career development. Provide authorization for credits, or restricted systems changes to resolve account issues.
• Assist with special projects as needed.

• Operate computer and other office equipment as required.
• Demonstrate courtesy and patience in customer relations.
  

Position Requirements:

• High School Diploma or GED required.
• Requires working 1 week onsite, 3 weeks working remote.
• During the week in the office, this position will focus on answering questions and supporting new hire trainees who are in the office.
• Approximately 50% of time will be spent on direct floor support and remaining time will be focused on interacting with customers or assisting with special projects.
• 3+ years’ work experience in customer service or technical support role.
• Knowledge of all functions and related tasks in each area of customer service.
• Adeptness in handling customer complaints.
• Ability to work independently with good organizational skills.
• Excellent problem-solving skills, leadership skills.
• Excellent verbal and written communication 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: 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 $20.00 - $30.00 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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