Manager, Multifamily Escalation Team

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.

Where you will work:

• This is a hybrid role based in Astound's Bradley office in Chicago.

A Day in the Life of the Manager, Multifamily Escalation Team:

• Lead, coach and develop a high-performing team by setting clear performance expectations, providing regular feedback and supporting professional growth through ongoing development and performance management.
• Manage all aspects of the Property Manager Hotline inquiries and take the lead on resolving all customer escalations by identifying and engaging the necessary internal resources.
• Coordinate resources to manage the resolution of all open cases and escalations within the agreed upon timeframe.
• Responsible for the coordination and implementation of all Bulk Renewal onboarding events.
• Hold weekly Team meetings and ensure that all programs are being executed in accordance with the agreed upon business plan.
• Works closely with all necessary departments and maintains a schedule of events to ensure a seamless renewal transition.
• Coordinate and validate resources for all building events for new and renewal properties.
• Provide support for Business Development Managers and Building Relationship Managers.
• Provide resources and supervision for special projects that are market specific or related to the MDU Bulk Portfolio.
• Ensure that staffing levels are maintained, especially during peak times.
• Identifying the appropriate internal resources to resolve individual and building related issues and is heavily involved with internal cross functional teams
• Actively support, promote, and advance all aspects of Astound’s Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.  
• Other duties as assigned.

• Two to five years of previous supervisory experience required. Previous Supervisory experience in the Back-Office Support team or Call Centers preferred.
• Account management and executive presence presentation skills preferred.
• A high level of professionalism and customer service focus is critical to this position.
• Excellent oral and written communication skills.
• Able to multi-task, strong attention to detail and follow up abilities required.

• Bachelor’s degree preferred.

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 positio

Base Salary: The base salary range in Illinois for this position is $75,000 - $90,000 (annually), 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 Illinois and may not be applicable to other locations

Our Mission Statement:

* Take care of our customer

* Take care of each othe

* Do what we say we are going to d

* Have fun

Diverse Workforce / EEO

Astound 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.

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-Privac…