Centralized Account Manager

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.

The Centralized Account Manager "CAM" is responsible for assisting the Business Solutions Team and support for all contracted customers. He/she ensures a first class service experience is given for this specified group of customers across all Astound markets.

Duties and Responsibilities

• Support all Direct and Indirect Sales teams with serviceability requests and proposal management
• Responsible for customer satisfaction by resolving billing, service, and product issues directly or coordinating resolution with other Astound internal groups
• Engage with Astound operational teams to define and assess metrics (Customer Satisfaction, Delivery & Cost) and ensure customer service levels are met
• Assist in the management and execution of commission plans of Indirect agent members across all Business Solutions markets
• Enhance/educate the customer's perception of the brands and their service capabilities
• Build and maintains strong relationships across all business units within Astound
• Collections -tracking and maintaining a minimum level of possible bad debt
• Renewals - tracking strategic contracts and engaging in renewal discussions
• Customer contact - maintain database of contact information within Astound platforms including Ni2, Sugar CRM and ICOMS billing system
• Support contracted customers on processing move, add, change and disconnect requests

Management and Professional Skills Required

• Experience in the telecommunications industry with experience in service and customer management
• Ability to effectively operate in a highly dynamic environment
• High energy level is required to take escalations and respond to any customer related issues
• Acting like an Entrepreneur is necessary attribute, as thinking "out of the box" will be required to solve complex/unique issues
• Excellent presentation and communication skills required
• Strong skills in organizational development, project management and process improvement
• A strong willed individual who demonstrates honesty and the ability to maintain confidentiality

Functional Competencies

• High School Diploma required
• Fluent in use of Microsoft Windows and associated business applications , specifically Word, Excel and Power-Point
• Knowledge of Billing and CRM platforms; specifically ICOMS and Sugar CRM

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 positions

Base Salary: The base salary range in Texas, Pennsylvania, New Jersey and Massachusetts for this position is $40,000.00-$55,000.00, 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 Texas, Pennsylvania, New Jersey and Massachusetts 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 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