Retail Customer Care Representative I, II, or III

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.

At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers-delivering reliable connectivity and groundbreaking digital experiences.

Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.

We offer a robust benefits package that includes rewards, recognition programs, and employee discounts-ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

A Day in the Life of the Retail Customer Care Representative I, II, or III :

• Responsible for accurately computing and quoting adjustments, balances, and rates as well as discussing other inquiries and complaints about customers.
• Processes lock and dropbox payments including customer payments made through off-site payment locations.
• Removes CPE from CPE dropbox and return to inventory.
• Must be familiar with all of Astound's products and pricing information in order to recommend and sell services and equipment to customers.
• Processes and confirms addresses for billing and payment purposes.
• Works to meet service goals and deadlines designed to meet customer commitments promptly, accurately and pleasantly.
• You will welcome customers, actively listen, ask questions, and take care of their telecommunication needs.
• You will be able to explain, demonstrate, and sell products and services to meet the needs of the customers and potential customers.
• You'll share details of current promotions and offers and by reviewing a customer's current level of service, you may find options for new services to meet their needs.
• Because you are driven to take care of the customer, you will determine the level of satisfaction with their current service and take steps as needed to ensure that their experience with Astound is positive and welcoming.
• You'll learn to utilize the billing system and other sales and marketing related tools to effectively identify and quickly resolve customer questions and concerns by communicating clearly, concisely, and patiently to assure the customer's understanding.
• You'll process installation, service change, disconnects and trouble call work orders according to departmental policies and procedures.
• You will receive customer payments, give receipts, enter payments to customer accounts and accurately balance cash drawer on a daily basis.
• Also, you'll track your successes by carefully documenting sales progress and productivity in a timely and efficient manner.
• And, of course, you will maintain a neat appearance, keep Astound property clean, and show respect to customers, coworkers, vendors and their property at all times.
• Other duties as assigned

What You Bring to the Table :

Education and Certifications :

We're Proud to Offer a Comprehensive Benefits Package Including :

401k retirement plan, with employer match

Insurance options including : medical, dental, vision, life and STD insurance

Paid Time Off / Vacation : Starting at 80 hours per year, and increases based on tenure with the organization

Floating Holiday : 40 hours per year

Paid Holidays : 7 days per year

Paid Sick Leave : Astound allows a number of paid sick hours per calendar year and varies based on state and / or local laws

Tuition reimbursement program

Employee discount program

Physical Requirements :

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) : https : / / www.astound.com / wp-content / uploads / 2023 / 09 / CCPA-Employee-Privacy-Notice.pdf

Our Mission Statement :

Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or 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.