Offering Relocation Assistance of Up to $5,000. Position Overview: Join Astound Broadband, a leading telecommunications provider in the United States, where we empower our team with one-on-one training and coaching in a supportive work environment. Explore your career with us and represent a pioneering company in technology and communication services.
We offer a comprehensive benefits package, including rewards, recognition, and employee discounts to support your ongoing success. Be a part of creating astounding possibilities for local communities and beyond.
Role Responsibilities: - Serve as the primary point of escalation for customer inquiries and resolution issues.
- Support comprehensive investigations of technical or challenging issues for customers.
- Document valuable knowledge into company knowledge bases, tech notes, and articles.
- Deliver exceptional customer service and support to Astound customers.
- Collaborate with team members to define and achieve team objectives.
- Effectively communicate and present product benefits that align with customer needs.
- Own customer reported issues, seeing them through to resolution.
- Respond to customer inquiries via phone, email, and other communication channels.
- Research, diagnose, and identify solutions for customer issues.
- Strive to resolve issues on the first contact with minimal escalations.
- Follow established procedures for escalating unresolved issues appropriately.
- Provide prompt feedback to customers, team members, and leadership.
- Maintain detailed knowledge of products offered by Astound to recommend suitable options to customers.
- Assist with enrollment processes, service changes, and disconnected services following company procedures.
- Conduct audit exercises as required.
- Complete other duties as assigned.
Ideal Candidate Qualifications: - 2-3 years of experience in a fast-paced customer service environment, telecommunications experience is a plus.
- Strong interpersonal skills to connect with customers, peers, and management.
- In-depth knowledge of WiFi and data products and services.
- Ability to quickly learn and retain new information.
- Proven problem diagnosis and-solving skills.
- Ability to follow detailed instructions and processes effectively.
- Good judgment and proactive decision-making capabilities.
- Able to adapt to a dynamic work environment.
- Strong communication skills in written, verbal, and in-person interactions.
- Ability to stay composed during peak periods and manage challenging situations with customers.
- Demonstrated perfect attendance and punctuality.
Is this the opportunity you've been searching for? If so, we want to hear from you-apply now. Education Requirement: - High school diploma or equivalent is required.
Benefits Offered: - 401k retirement plan with employer matching.
- Insurance options, including medical, dental, vision, life, and STD insurance.
- Paid Time Off/Vacation: Starting at 80 hours per year, increasing with tenure.
- Floating Holidays: 40 hours per year.
- Paid Holidays: 7 days each year.
- Paid Sick Leave: Varies based on state laws.
- Tuition reimbursement program.
- Employee discount program.
Benefits mentioned above apply to regular full-time positions.
Hourly Compensation: The base hourly pay range in WA state for this position is $20.76 - $24.00, with opportunities for bonuses and additional benefits. Pay may vary based on individual skills, experience, and capabilities.
Our Mission: Take care of our customers.
Take care of each other.
Follow through on our commitments.
Enjoy the work we do.
Diversity Commitment: Astound Broadband is proud to be an Equal Opportunity Employer, committed to fostering a diverse, equitable, and inclusive workplace. We believe in providing equal opportunities regardless of race, color, religion, gender, national origin, age, disability, marital status, sexual orientation, gender identity, military status, or any other protected characteristic.
Location: Hybrid in the Seattle SoDo Office.