Front End Customer Associate

Description Front End Customer Associate

Location: Hyde Park, Massachusetts

Position Overview:

The Front End Customer Associate is responsible for both Market Support and Front Counter activities. A personal vehicle is required for travel to and from work.

We are Proud to Offer an Astounding Benefits Package Including:

Rewards: Competitive compensation plan

Entertainment: Free internet/video/phone service if you reside in an Astound

serviceable area

Retirement: 401k with employer match and immediate vesting

Family: Paid parental leave and insurance benefits (Medical/Dental/Vision/Life/Disability)

Professional Development: Paid training and tuition reimbursement program

Leisure and Fun: Employee discount program

Live YOUR Life: Generous paid time off plans

Impact: Established, yet growing, organization where you can make a real impact!

The primary position responsibilities will include, but are not limited to: Front End Customer Associate - Coverage Responsibilities

Accept customer payments, enter into ICOMS, and provide customers with receipts

Maintain cash drawer and compile deposits

Balance cash receipts daily; reconcile payments

Accept returned and/or swap customer equipment

Provide Coverage at alternate Payment centers as needed

Research and resolve customer billing issues/missing payments

Reschedule work orders for customers

Schedule SROs/trouble calls for customers

Make upgrades/downgrades to existing customers' accounts

Provide customer education where necessary

Upsell customers on products and services where appropriate

Market Support and Order Entry - Responsibilities

Answer incoming phone calls from Sales Agents, Customers, Internal Customers,

and provide the requested level of support.

Review daily reports, identify, and resolve issues that will negatively impact,

Astound, Technicians/Contractors and/or Customer Billing

Research and Resolve Customer Escalations from the Customers, Centralized

Service Delivery and local Communities

Support the Retention/Customer Care teams

Credits/Adjustments approved by the business manager

BOLT cases - Assigned by Manager

Inbound and Outbound calls to and from Customers

High Priority projects as assigned by market management

Our Astounding candidate will possess:

Skills & Abilities:

Demonstrate strong Customer Service skills

Team orientated mindset

Remain up-to-date on current offerings/promotions

Remain calm and courtesy when working with both internal/external customers

Solid understanding of all Astound products and services

Strong Computer Skills Working knowledge of Gmail Microsoft Office applications

and ICOMS preferred

Ability to adapt to changing priorities

Ability to work effectively in a fast paced and dynamic environment

Ability to multi-task

Close attention to detail

Strong verbal skills

Strong troubleshooting skills

Strong problem-solving skills

Commitment to Punctuality, responsibilities and work habits

Flexibility in work schedule

Required Education and/or Certificates/Credentials:

High School Diploma or equivalent

Is this the career opportunity you've been searching for? Yes? Then let us know

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Diverse Workforce / EEO:

Astound Broadband is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates Only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only): Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.