Astound Broadband Powered by Wave is currently searching for Customer Care Advocates (CCA) in our Bothell office.  The Customer Care Advocate will provide outstanding customer service and technical support to our customers. This position is responsible for answering incoming calls related to: customer billing statements; resolution of payment concerns; troubleshooting & problem resolution of cable, internet and phone services; selling of new service; and other general inquiries. The CCA relates well to the customer, exercises sound judgment, and acts responsibly in the best interest of the customer and the company.

New hires will be provided up to 9 weeks of training. Successful candidates must be open to and able to function in a changing environment and will be flexible with working hours and days including, evenings, weekends and holidays.

The primary position responsibilities will include, but are not limited to:

• Answer inbound calls and interact with customers to assist with a variety of inquiries and issues, including correcting errors and discrepancies on customers’ accounts as necessary.
• Facilitate successful outcomes of customer inquiries, up to and including responsible escalation.
• Build professional rapport with the customer by actively listening to understand customer’s concerns/comments and being clear and articulate in your verbal and written communications.
• Explain billing cycles, processes, and prorates effectively to ensure that customers understand their statements.
• Processes payments and enters credit card information accurately. Prepare work orders when required, and ensure appropriate procedures are followed.
• Use tools and systems to accurately troubleshoot technical issues/concerns for the customer.
• Work to resolve technical issues over the phone on the first call and set up agreed upon service calls only as necessary.
• Promote and recommend Wave products and services based on the customer’s needs and interests and in accordance with business goals.
• Represent Astound in a positive, professional, and ethical manner while working to exceed customers’ expectations while minimizing need for further escalation.
• Demonstrate strong ability to analyze and solve problems and maintain composure in stressful situations.
• Consistently meets or exceeds established goals and performance metrics.
• Punctual, regular, and consistent attendance.

Our ideal candidate will possess:

• 1-2 years of customer service, sales, or technical support experience is preferred. Prior telemarketing, troubleshooting, retail and/or high-volume call center environment experience is a plus.
• Enthusiastic, upbeat customer-focused attitude with the ability to listen to and empathize with the customer.
• Basic working knowledge of cable, TV, internet and phone services.
• Flexible to work evenings, weekends, holidays, and overtime as required.
• Proven mathematical ability to calculate basic transactions.
• Must have excellent written & verbal communication skills.
• Ability to work in a fast paced, often changing environment.
• Proficient PC skills and working knowledge of Windows OS.
• Telecommunications experience preferred.
• Ability to sit for extended periods.
• Ability to frequently use repetitive motions of the wrist, hands and/or fingers.
• Ability to operate standard office equipment, to include personal computer, telephone, copier, facsimile machine, and calculator.
• Ability to communicate verbally by phone and in person.
• Must have close visual acuity for viewing a computer terminal, reading, transcribing and analyzing data and figures.
• Ability to perceive sound at normal speaking levels and receive detailed information through oral communication.

Is this the career opportunity you’ve been searching for?  Yes?  Then let us know about you – apply now!

  TRAINING STARTS JUNE 6, 2022

  $500 SIGN-ON BONUS (per terms upon offer)

Work-from-Home Requirements:

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)