Operations Coordinator

Bethlehem, Pennsylvania & remote opportunities after training

Astound was Voted # 1 Cable Internet Service Provider Nationwide!

Best Rated Cable ISP Customer Service in Pennsylvania

Lehigh Valley Who’s Who In Business- Top Internet Provider 

Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services—and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company. 

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success.  With us, you’ll stay empowered to do your best work by creating astounding possibilities for local communities and beyond. 

Where you will work: 

This position will be based out of Astounds Bethlehem, PA location with the opportunity to work remote a few days a week after training

A Day in the Life of the Front Counter Representative:

Position Overview:

The Order Entry Specialist is responsible for both Market Support and Front Counter activities. 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 Astound serviceable 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 & 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: 

Market Support/Order Entry – Responsibilities

Place work order for Installs, Change of Service, Downgrades and Upgrades in the Order Entry system called ICOMS.    High Priority projects as assigned by market management. Review daily reports, identify, and resolve issues that will negatively impact Astound, Technicians/Contractors and/or Customer Billing.    Inbound and Outbound calls to and from Customers. Answer incoming phone calls from Sales Agents, Customers, Internal Customers, and provide the requested level of support. Research and Resolve Customer Escalations from the Customers, Centralized Service Delivery and local Communities. Support the Retention/Customer Care teams. Credits/Adjustments approved by the business manager. BOLT cases – Assigned by Manager 

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 applications and 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, OT required at times   

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 know about 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. 

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf