Customer Care Advocate

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.

Work-from-Home Requirements:

• Dedicated, private room in your home that is quiet during work hours.
• Internet connection of 50 MB or more, which is hard-wired (Ethernet connected) from the modem to your company PC.
• Astound will provide all computer equipment.
• Your desktop work surface must have room for 2 PC monitors.
• In the event of disruptions resulting in a poor Internet connection or in-home disruption, you will be required to work from the office.
• You will be required to sign a written form to acknowledge these work-from-home requirements.
• Must have a personal cell phone to install a security application.
• Must be present in virtual work environment via company provided webcam during all working hours.
• Must be meeting minimum performance achievement levels as defined by customer care leadership.
• Must live within a commutable distance to the Bothell, Washington Office (within a 60 mile parameter)