Customer Service Representative

Vacancy expired!

Astound Broadband Powered by Wave is currently searching for a Dispatcher (Workforce Management Representative I) in our Bothell, WAoffice. This position is responsible for providing outstanding customer service and support to Astound Broadband Powered by Wave's internal work groups and customers. Facilitate effective communication between field and office to meet customer work order needs, while optimizing efficiencies in the field. Ensure high quality and accurate service by taking ownership of every call or task, using proper tools to drive high Net Promoter Scores through customer satisfaction.

• Manage inbound and outbound calls and tasks from internal work groups in a timely, professional manner to meet service time windows. Communicate service changes or updates through outbound calls to Astound Broadband Powered by Wave's customers as needed.
• Follow the calls and tasks job process and meet expectations by adhering to quality assurance measures within the scorecards.
• Facilitate all aspects of the calls and tasks responsibilities through use of tools in which support the job process, such as CSG TechNet/WFX, ACSR, Jabber, RT and Wipeout modules, according to departmental policies and procedures.
• Communicate with field staff, customers, NOC, local staff and leadership any fulfillment or process related issues, inquiries, or escalations through calls and tasks.
• Maintain a friendly and professional phone demeanor at all times to ensure quality ticket response and phone experience withteam members and customers.
• Resolve internal customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
• Resolve problems on the first call, with minimal transfers, by consistently improving personal technical knowledge and understanding of tools and job.
• Promptly communicate to leadership any obstacles that impede efficient or accurate order fulfillment.
• May perform other duties or projects as required and assigned.

• 1-2 years phone customer support/service related background using multiple computer and software support systems in dispatch or call center environment required.
• Demonstrated proficiency in the use of multiple office software systems (such as Microsoft Office Suite) and cable billing systems required.
• 1-2 years’ experience using CSG/WFX or other cable related database systems in a dispatch or call center environment preferred.
• Strong interpersonal skills with the ability to relate to customers, peers, and management. Is positive, pleasant, and respectful.
• Friendly, enthusiastic and outgoing demeanor.
• Multi-tasking skills.
• Thorough knowledge of cable and data products and services including its application.
• Ability to learn and retain new information and concepts quickly.
• Ability to diagnose and solve problems.
• Ability to follow direction and follow through.
• Proven good judgment and proactive decision-making skills.
• Ability to adapt to change.
• Cable Television industry experience preferred.
• Must be flexible to work overtime and/or shift rotations.
• Must have the ability to communicate by telephone, correspondence, and in person.
• Must possess a good command of the English language, including excellent enunciation, grammar and lack of slang.
• Must have basic mathematics techniques.
• Must be able to sit for extended periods.
• Must have ability to frequently use repetitive motions of the wrist, hands and/or fingers.
• Must be able to work in a standard office environment; no hazardous or disagreeable work conditions.
• Must have ability to operate standard office equipment, to include personal computer, telephone, copier, facsimile machine, and calculator.
• Must have the ability to stay focused and remain composed during peak periods & when dealing with challenging customers and situations.
• Must demonstrate excellent attendance & punctuality.

• High school diploma or equivalent

Astound Broadband is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each other’s differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

Behaviors

• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Self-Starter: Inspired to perform without outside help
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

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)

Vacancy expired!