Job Description

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.  

Where you will work:

• This position will be based in Astound's San Marcos, Texas retail store branch.

A Day in the Life of the Retail Customer Service Representative I, II, or III:

• Responsible for accurately computing and quoting adjustments, balances, and rates as well as discussing other inquiries and complaints about customers.
• Processes lock and dropbox payments including customer payments made through off-site payment locations.
• Removes CPE from CPE dropbox and return to inventory.
• Must be familiar with all of Astound’s products and pricing information in order to recommend and sell services and equipment to customers.
• Processes and confirms addresses for billing and payment purposes.
• Works to meet service goals and deadlines designed to meet customer commitments promptly, accurately and pleasantly.
• You will welcome customers, actively listen, ask questions, and take care of their telecommunication needs.
• You will be able to explain, demonstrate, and sell products and services to meet the needs of the customers and potential customers.
• You’ll share details of current promotions and offers and by reviewing a customer’s current level of service, you may find options for new services to meet their needs.
• Because you are driven to take care of the customer, you will determine the level of satisfaction with their current service and take steps as needed to ensure that their experience with Astound is positive and welcoming.
• You’ll learn to utilize the billing system and other sales and marketing related tools to effectively identify and quickly resolve customer questions and concerns by communicating clearly, concisely, and patiently to assure the customer’s understanding.
• You’ll process installation, service change, disconnects and trouble call work orders according to departmental policies and procedures.
• You will receive customer payments, give receipts, enter payments to customer accounts and accurately balance cash drawer on a daily basis.
• Also, you’ll track your successes by carefully documenting sales progress and productivity in a timely and efficient manner.
• And, of course, you will maintain a neat appearance, keep Astound property clean, and show respect to customers, coworkers, vendors and their property at all times.
• Other duties as assigned  

  What You Bring to the Table:

• You are outgoing, friendly, and enthusiastic!
• You have strong interpersonal skills with the ability to relate to customers, peers, and management by being respectful and offering solutions to their telecommunication needs.
• Must have three years related experience, at least one year of cash handling 
• Ability to use basic PC skills and standard office equipment
• Ability to communicate verbally and comprehend through listening skills to resolve customer problems or complaints
• Must be able to write legibly and perform the following mathematical calculations: addition, subtraction, multiplication and division  
• You already have or will quickly pick up the knowledge of cable and data products/services, and stay updated on new information and concepts.
• You will demonstrate the ability to diagnose and solve problems by using good judgment and proactive decision-making skills.
• If you have telecommunications experience, you are ahead of the pack; however, we will provide training. You will need to provide the interest and desire to continuous learn and grow your knowledge.  

  Education and Certifications:

• High school diploma or equivalent
• Bilingual in Spanish preferred

Physical Requirements:

• Must be able to lift-up to 40 pounds at times.
• Prolonged periods of sitting and standing.

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and 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

*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 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):

Experience

• 1 year(s): Cash Handling
• 3 year(s): Customer Service

Education

• High School or better

Skills

• Customer Service
• Client Relations

Behaviors

• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest

Motivations

• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Job Security: Inspired to perform well by the knowledge that your job is safe

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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