Operations 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.

Where you will work:

• This position will be based in Pittston, PA.

Operations Coordinator

Market Support/Order Entry – Responsibilities

• Place work order for Installs, Change of Service, Downgrades and Upgrades in the Order Entry system called ICOMS.
• High Priority projects as assigned by market management.
• Review daily reports, identify, and resolve issues that will negatively impact Astound, Technicians/Contractors and/or Customer Billing.
• Inbound and Outbound calls to and from Customers.
• Answer incoming phone calls from Sales Agents, Customers, Internal Customers, and provide the requested level of support.
• Research and Resolve Customer Escalations from the Customers, Centralized Service Delivery and local Communities.
• Support the Retention/Customer Care teams.
• Credits/Adjustments approved by the business manager.
• BOLT cases – Assigned by Manager

The primary position responsibilities for this position will focus on the Harvest Project, which will last approximately 18 months. The Harvest Project involves contacting customers and switching out their legacy boxes and replacing them with Android boxes. After the Harvest Project has been completed, this position may also be responsible for Payment Center coverage on an as-needed basis.

Our Astounding candidate will possess:

Skills & Abilities:

• Demonstrate strong Customer Service skills
• Team oriented mindset
• Remain up-to-date on current offerings/promotions
• Remain calm and courtesy when working with both internal/external customers
• Solid understanding of all Astound products and services
• Strong Computer Skills Working knowledge of Gmail Microsoft Office applications and ICOMS preferred
• Ability to adapt to changing priorities
• Ability to work effectively in a fast paced and dynamic environment
• Ability to multitask
• Close attention to detail
• Strong verbal skills
• Strong troubleshooting skills
• Strong problem solving skills
• Commitment to Punctuality, responsibilities and work habits
• Flexibility in work schedule, OT required at times

Required Education and/or Certificates/Credentials:

• High School Diploma or equivalent

We are Proud to Offer an Astounding Benefits Package Including:

• Rewards: Competitive compensation plan
• Entertainment: Free internet/video/phone service if you reside in an Astound serviceable area
• Retirement: 401k with employer match and immediate vesting
• Family: Paid parental leave and insurance benefits (Medical/Dental/Vision/Life/Disability)
• Professional Development: Paid training & tuition reimbursement program
• Leisure and Fun: Employee discount program
• Live YOUR Life: Generous paid time off plans
• Impact: Established, yet growing, organization where you can make a real impact!

Is this the career opportunity you’ve been searching for? Yes? Then let us know about you – apply now!

The base salary range in Pennsylvania for this position is $18.00 - $21.00 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 Pennsylvania 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-Privac…;