Customer Care Specialist

Job description

A Day in the Life of the Customer Care Specialist: 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 Responsible to 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 Ability to develop a customer relationship and to suggest additional products and services Responsible to up-sell current customers Other duties as assigned What You Bring to the Table: Education: High school diploma or equivalent 1 or more years in a customer facing, customer experience role Sales and/or technical experience preferred Call center experience preferred Knowledge, Skills and Abilities: 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 This position requires 60 days in office training, and the successful candidate must be available to work nights, weekends and holidays. 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 position The base pay in Texas for this position is $15.00 - $16.50 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 toTexas 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.