Job Description

Front Counter Representative / Order Entry Specialist Bethlehem, Pennsylvania Astound was Voted 1 Cable Internet Service Provider Nationwide Best Rated Cable ISP Customer Service in Pennsylvania Lehigh Valley Who’s Who In Business- Top Internet Provider Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services—and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company. Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you’ll stay empowered to do your best work by creating astounding possibilities for local communities and beyond. Where you will work: This position will be based out of Astounds Bethlehem, PA location. Local travel is required in this position A Day in the Life of the Front Counter Representative: Front Counter Representative- 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 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/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 What You Bring to the Table: 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 Education and Certifications: High school diploma or equivalent We're Proud to Offer an Astounding Benefits Package Including: Retirement: 401k with employer match and immediate vesting Family: Paid parental leave and insurance benefits (Medical/Dental/Vision/Life/Disability) Professional Development: Paid training & Tuition Reimbursement Program Rewards: Competitive compensation plan Entertainment: Free internet/video/phone service if you reside in an Astound serviceable area 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 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 Benefits listed above are for regular full-time positions 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. CCPA Employee Privacy Policy (For California Candidates Only): Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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