Front Counter / Order Entry - Astound Broadband Powered by RCN : Job Details

Order Entry/ Front Counter

Location: Hyde Park, Massachusetts

Position Overview:The Order Entry Specialist is responsible for both Market Support and Front Counteractivities. 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 Astoundserviceable 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 Counter – 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/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, CentralizedService 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 applicationsand 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 knowabout you – apply now!

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.

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

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)