Residential Customer Experience Specialist

ALLO Communications, LLC; Norfolk (NE); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

401(k) matching up to 5%

Health, vision & dental benefits

Paid time off (ETO)

Tuition assistance

Wellness program

Job summary

ALLO Communications seeks a customer-focused individual to join our team for in-office training and ongoing support duties. You will handle new installations, service changes, billing, and customer inquiries with a focus on delivering an excellent experience.

The role requires a high school diploma and 1+ year of customer service experience, preferably over the phone. Expect a fully in-office schedule during training with potential on-call rotations and a friendly fiber-network environment.

Qualifications

• High school diploma or equivalent required.
• 1+ year of customer service experience, preferably over the phone.
• Strong communication and problem-solving abilities.

Responsibilities

• Process incoming orders for new installation and provisioning.
• Complete change of service requests and billing.
• Respond to customer inquiries via phone, email or live chat and provide a great experience.
• Open trouble tickets and resolve service issues.
• Maintain flexibility for training and on-call rotations as needed.

Skills

Well-spoken communicator

Problem solver

Learn new concepts

Trouble shooting

Self-directed

Education

High school diploma or equivalent

Job description

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities. We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.

Are you on the search for a new career, something fast-paced, light-hearted and fun? Then like our Internet, ALLO Communications has a new GIG for you. We are looking for the kind of people who truly care, who work hard, and who are willing to step up for our customers and our fiber family. Variety is the spice of life on this team, so be ready to learn all of the ins and outs of ALLO, assume customer facing duties on and off the phones, and take on projects as needed.

RESPONSIBILITIES

• Process incoming orders for new installation, including provisioning service, scheduling with the customer and completing the billing for services rendered.
• Complete change of service requests (open service orders and make changes to accounts).
• Receive and initiate calls from/to current customers who are reporting trouble issues.
• Open trouble tickets & resolve service issues.
• Receive calls and written inquiries from potential or existing customers and respond to any questions or concerns.
• We want people-focused people who aren’t shy about having a real conversation. Provide an excellent customer experience!

EDUCATION

High school diploma or equivalent

EXPERIENCE

1+ Year(s) of previous customer service experience, preferably over the phone.

Profile of examples or published work preferred

SKILLS / KNOWLEDGE / ABILITIES

• Well-spoken communicator, who can confidently give solutions by phone, email or live chat.
• Problem solver, you are able to see through the eyes of another and help them feel assured they are in good hands.
• Ability to learn and grasp new concepts and work through problems in a logical manner.
• General trouble shooting ability preferred.
• Ability to be self-directed, multitask and the ability to handle confidential information.

REQUIREMENTS

Mandatory training for 7 weeks is required, scheduled from Monday to Friday, 9:00 am to 6:00 pm CT, starting from the specified date. Role will be 100% in office for both training and post-training schedule. Our customer service line operates seven days a week. While you will receive a designated schedule within our service line hours, we do ask for flexibility, which may include on-call rotations on Saturdays.

Get ready to plug into the perks at ALLO:

• Free internet? You bet. Plus, awesome discounts on other ALLO services.
• Retirement Plan: The fiber future isn’t the only one we care about. We match your 401(k) savings up to 5%.
• Health and Wellness: Participate in quarterly wellness challenges, and we’ll deposit extra cash into your checking or health savings accounts.
• Benefits: Our benefits include medical, vision, and dental with low employee costs.
• Not to mention generous Earned Time Off (ETO) program.
• Sponsorships: Are you passionate about a local fundraiser or philanthropy? We strive to give back to what matters most to our communities.
• Tuition Assistance: Have a thirst for knowledge? We like that, which is why we’re proud to offer assistance with the cost of your tuition.

Benefit eligibility depends on the position and employment status.

Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at [e-mail].

ALLO is an Equal Opportunity Employer.

We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law.

ALLO believes that diversity and inclusion within our team is critical to our success as a company. We seek to recruit, develop, and retain the most talented people.

Benefit eligibility depends on the position and employment status. The available benefits differ for interns, contingent workers, and part-time team members.

ALLO is a Drug Free and Tobacco Free Workplace.

Welcome to ALLO Careers! Since 2003, ALLO has provided customers with the most modern network possible while employing a team of engineers, operators, and technical experts who constantly work with customers to develop creative ways to utilize ALLO's fiber network.

ALLO's growth and success are thanks in large part to our reputation for winning customer service, technical capabilities, experienced, knowledgeable personnel, and superior products.

ALLO Communications is a telecommunications company offering fiber, telephone, long distance broadband, internet and television to residents and businesses. We also proudly offer innovative technology solutions for businesses of all size.