Job Description

Front End Customer Associate 

***$1,000 Sign-on Bonus!***

Location: Arlington, Massachusetts with 10% potential travel to other locations

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
about you – apply now!

The base salary range in Massachusetts for this position is $16.00 - $23.00 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

Diverse Workforce / EEO:

Astound is proud to be an 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.

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.

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