What are the responsibilities and job description for the Manager, Front Counter position at Mediacom?
GENERAL RESPONSIBILITIES:
Manage all aspects of office operations for the Front Counter Customer Sales & Service Representatives (CSSRs).
SPECIFIC RESPONSIBILITIES:
PREFERRED EXPERIENCE/SKILLS:
EOE m/f/d/v
Manage all aspects of office operations for the Front Counter Customer Sales & Service Representatives (CSSRs).
SPECIFIC 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.
- Assists front counter CSSRs in meeting sales standards by providing training and keeping them focused on their goals.
- Assists front counter CSSRs in determining the resolution of all customer situations.
- Assists 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.
PREFERRED EXPERIENCE/SKILLS:
- 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.
EOE m/f/d/v
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