Customer Service Representative

Job Description

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• Sell target products and packages and effectively communicate system prices, channels, services and packages to customers and potential customers
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• Demonstrate Astound's various products and services to inbound customer traffic at the retail center
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• Communicate current promotions and offers to all potential customers
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• Establish rapport with visitors and engage them in the process of probing to match each one with the package that best fits their needs
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• Review customer’s current level of service and introduce new services as appropriate
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• Determine customers level of satisfaction with their service and take steps as needed to ensure that their experience with Astound is positive
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• Seek opportunities with customers to enhance the company’s image. Maintain a neat appearance, show respect and respect the customer’s property
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• Provide accurate and efficient feedback to customer issues quickly and efficiently by improving personal technical knowledge and understanding of all services and equipment
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• Utilize billing system and other sales and marketing related tools to effectively identify and quickly provide answers to customer inquiries
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• Resolve customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding
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• Process installation, service change, disconnects and trouble call work orders according to departmental policies and procedures
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• Receive customer payments, give receipts, enter payments to customer accounts and accurately balance cash drawer on a daily basis
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• Track sales progress and document productivity on sales forms/ reports as provided by the company
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• Ensure all required paperwork is legible, complete and submitted in a timely manner
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What You Bring to the Table:

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• Phone customer support/service related background in call center environment preferred
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• Exhibits strong interpersonal skills with the ability to relate to customers, peers, and management.  Is positive, pleasant, and respectful
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• Bilingual skills preferred
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• Friendly, enthusiastic and outgoing demeanor
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• Demonstrates a thorough knowledge of cable and data products and services
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• Ability to learn and retain new information and concepts quickly
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• Demonstrates ability to diagnose and solve problems
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• Exhibits the ability to follow direction and possesses the ability to follow through
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• Displays proven good judgment and proactive decision-making skills
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• Must possess the ability to adapt to change
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• Cable Television industry experience preferred
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• Telecommunications experience preferred
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• Maintain satisfactory driving record and have a valid driver's license
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• High school diploma or equivalent
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We're Proud to Offer a Comprehensive Benefits Package Including:

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  401k retirement plan, with employer match

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

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

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  Floating Holiday: 40 hours per year

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  Paid Holidays: 7 days per year

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

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  Tuition reimbursement program

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  Employee discount program

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*Benefits listed above are for regular full-time position

Base Salary: The base salary range in Massachusetts for this position is $20.00 - $24.00 per hour, plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Massachusetts and may not be applicable to other locations.

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

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.

About Astound:

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.