Mediacom Communications today announced that Jonathan Coscia, Senior Vice President of Customer Service, will retire from the company in early September after nearly 19 years of distinguished service and leadership.
Since joining Mediacom in 2007, Coscia has played a pivotal role in transforming the company’s customer service operations and enhancing the overall customer experience. Throughout his tenure, he helped build and lead a high-performing customer care organization that has consistently delivered industry-leading service and support to customers across Mediacom’s 22-state service footprint.
“Jon’s leadership, dedication, and commitment to serving our customers have had a lasting impact on Mediacom,” said Toni Murphy, Executive Vice President of Operations, Mediacom Communications. “His vision and relentless focus on improving the customer experience helped shape many of the service innovations that differentiate Mediacom today. We are deeply grateful for his nearly two decades of service and wish him and his family all the best in retirement.”
Coscia was instrumental in developing Mediacom’s virtual call center organization, which consistently delivers low customer wait times, high call answer rates, and quality customer interactions. Under his leadership, the company also executed a comprehensive digital transformation of its customer care operations, including the introduction of a customer support portal, mobile support application, SMS and chat capabilities, a dedicated social media support team, and an eCommerce platform that allows customers to engage with Mediacom through their preferred channel.
In addition, Jon led the centralization of Mediacom’s dispatch operations, helping establish a field support service model that consistently achieves on-time arrivals for more than 97 percent of in-home appointments, expanded customer convenience with more same-day service calls, evening and weekend appointment availability, and 30-minute appointment arrival windows.
Reflecting on his retirement, Coscia said, “I am extremely grateful to the Commisso family, my colleagues, and team members for the last 19 years we spent together serving customers throughout the 22 states where Mediacom operates. Together, we helped build Mediacom into a premier cable broadband provider that delivers industry-leading speeds, network reliability, and service to customers in our communities. While I am excited to begin this next chapter with a greater focus on my family and personal commitments, I will always cherish the relationships and accomplishments we achieved together.”
To ensure continuity, a successor has been selected for the SVP, Customer Service role, and we will share additional details at the appropriate time.
ABOUT MEDIACOM COMMUNICATIONS CORPORATION
Mediacom Communications Corporation is the 5th largest cable operator in the United States and the leading gigabit broadband provider to smaller markets primarily in the Midwest and Southeast. Through its fiber-rich network, Mediacom offers high-speed data, video, phone, and mobile services to over 3 million households and businesses across 22 states. The company delivers scalable broadband solutions to commercial and public-sector customers of all sizes through Mediacom Business and sells advertising and production services under the OnMedia brand. More information about Mediacom is available at mediacomcable.com.
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