Quality Assurance Coordinator

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.

Essential Duties and Responsibilities:

1. Order entry processing for residential and commercial customers, efficiently and accurately.

2. Answer inbound calls from Property Managers and residential customers regarding billing inquiries, technical support, new sales, change of service and other customer service functions.

3. Manage cases escalated to the Chicago Market from corporate to be completed within the specified timeline, by working with other key departments.

4. Make outbound calls to customers for appointment confirmation, customer satisfaction, product/service evaluation and upselling.

5. Escalate complex issues as appropriate in a prompt and professional manner.

6. Work with the MDU Team in preparation for launch and renewal events and attendance at events as needed.

7. Complete various projects as assigned by Manager in a timely and efficient manner.

Minimum Qualifications:

* High School Diploma or GED required; College degree preferred

* 2-5 years previous experience in customer service, sales and technical support from a customer centric organization is preferred.

* A high level of professionalism is critical.

* Excellent verbal and written communication skills, ability to multi-task, pay strong attention to detail, solid organizational skills, resourceful and thorough follow up skills are required.

* Identifying the appropriate internal resources to resolve building related issues and is heavily involved with internal cross functional teams.

* Valid driver's license required.

* Availability to work evenings and weekends.

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

Base Salary: The base salary range for this position is $18.00-$20.00 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 to Washington 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

Diverse Workforce / EEO:

Astound is proud to be an 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.

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): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf