Customer Care Specialist

Astound Broadband • San Marcos, TX

7d • Onsite

About The Position

This role involves communicating complex information on inbound customer calls using multiple tools and internal systems while delivering a high level of customer service. The specialist will resolve billing questions and concerns, and must completely understand Astound’s products, services, and pricing to effectively communicate them to customers. Responsibilities include walking customers through troubleshooting steps to resolve equipment and service issues, retaining customers through education, negotiation, and utilization of tools, developing customer relationships, and suggesting additional products and services. The role also involves up-selling to current customers and performing other duties as assigned. This position requires 60 days in office training, and the successful candidate must be available to work nights, weekends, and holidays.

Requirements

• High school diploma or equivalent
• 1 or more years in a customer facing, customer experience role
• Excellent communication skills with the ability to speak and write clearly
• Must possess the ability to utilize and be proficient in desktop tools, billing software, online tools and information resources to the fullest extent (including keyboarding)
• Ability to perform basic math, utilize calculator/Excel and be comfortable with deciphering and explaining customer bills
• Must have a strong commitment, desire and ability to provide exceptional customer service through phone interactions
• Ability to solve problems, and communicate sequential steps to resolve complex issues
• Ability to identify a customer issue and find the solution in a text-based library
• Must be reliable and dependable, specifically relating to attendance and schedule requirements, including the ability to work flexible schedules including extended hours, nights, weekends and holidays
• Ability to multitask and function in a fast-paced environment
• Available to work nights, weekends and holidays.

Nice To Haves

• Sales and/or technical experience preferred
• Call center experience preferred

Responsibilities

• Communicate complex information on inbound customer calls using multiple tools and internal systems while delivering a high level of customer service.
• Resolve billing questions and concerns.
• Completely understand Astound’s products, services and pricing and be able to effectively communicate products, packages and pricing to customers.
• Walk customers through troubleshooting steps to resolve equipment and service issues.
• Retain customers through education, negotiation and utilization of our tools.
• Develop a customer relationship and suggest additional products and services.
• Up-sell current customers.
• Other duties as assigned.

Benefits

• 401k retirement plan, with employer match
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED