Centralized Account Manager

Astound; Pennsylvania; On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

401k retirement plan

Medical, dental, vision, life and STD

Paid Time Off/Vacation: 80 hours+

Floating Holiday: 40 hours

Paid Holidays: 7 days

Paid Sick Leave (state/local varies)

Tuition reimbursement

Employee discount program

Job summary

Astound is seeking a Centralized Account Manager to support the Business Solutions Team and contracted customers, delivering first-class service across markets. You will assist sales with proposals, resolve billing and product issues, and coordinate with internal groups to meet service levels.

Ideal candidates have 3–5 years in telecommunications with customer management, strong communication, and project-management skills. A degree is preferred and MS Office proficiency is expected.

Qualifications

• 3–5 years experience in telecommunications with service and customer management.
• Strong organizational development, project management and process improvement skills.
• Excellent presentation and communication skills.
• Demonstrates honesty and confidentiality.
• Entrepreneurial mindset with ability to solve complex issues.
• Ability to operate effectively in a dynamic environment.
• Strong telephone, written and in-person communication skills.
• Strong problem-solving skills and big-picture thinking.
• Ability to remain composed during challenging situations.
• Ability to work independently with little supervision.
• Microsoft Word, Excel and PowerPoint proficiency.

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 internal groups.
• Engage operational teams to define and assess metrics and ensure customer service levels are met.
• Assist in the management and execution of commission plans of indirect agent members across Business Solutions markets.
• Enhance and educate customers on brand and service capabilities.
• Build and maintain strong relationships across business units.
• Collections: track and maintain a minimum level of possible bad debt.
• Renewals: track strategic contracts and engage in renewal discussions.
• Maintain customer contact databases including Ni2, Sugar CRM and ICOMS.
• Support contracted customers with move, add, change and disconnect requests.
• Other duties as assigned.

Skills

Customer management

Telecommunications

Communication skills

Project management

MS Office

Problem solving

Independent work

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

A Day in the Life of the Centralized Account Manager:

The Centralized Account Manager (CAM) is responsible for assisting the Business Solutions Team and supporting contracted customers. Ensures a first class service experience across all Astound markets.

• 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 internal groups.
• Engage operational teams to define and assess metrics and ensure customer service levels are met.
• Assist in the management and execution of commission plans of indirect agent members across Business Solutions markets.
• Enhance and educate customers on brand and service capabilities.
• Build and maintain strong relationships across business units.
• Collections: track and maintain a minimum level of possible bad debt.
• Renewals: track strategic contracts and engage in renewal discussions.
• Maintain customer contact databases including Ni2, Sugar CRM and ICOMS.
• Support contracted customers with move, add, change and disconnect requests.
• Other duties as assigned.

What you bring to the table:

• 3-5 years experience in telecommunications with service and customer management experience.
• High energy level and ability to respond to customer issues and escalations.
• Excellent presentation and communication skills.
• Strong organizational development, project management and process improvement skills.
• Demonstrates honesty and confidentiality.
• Entrepreneurial mindset with ability to solve complex issues.
• Ability to operate effectively in a dynamic environment.
• Strong telephone, written and in-person communication skills.
• Strong problem-solving skills and big-picture thinking.
• Ability to remain composed during challenging situations.
• Ability to work independently with little supervision.
• High school diploma or equivalent required; bachelor's degree or equivalent experience preferred.
• Proficiency with Microsoft Word, Excel, and PowerPoint.

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 $50,000 - $55,000annually, plus opportunities for bonus and benefits, if applicable. The base pay rangerepresentsthe low and high end of the hiring range for this job.Actual pay will vary and may be above or below the range based onvarious factorsincluding but notlimited to relevant skills, experience, and capabilities.

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Astound is proud to be an Equal 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.

About Astound:

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.