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Residential Customer Experience Specialist

3 months ago

Imperial, United States Allo Fiber Full time

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. Character is just as important. We look for those who have a natural instinct for our core values: Honest, Local, Exceptional, and Hassle-Free. COMPETENCIES – 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 troubleshooting ability preferred. Ability to be self-directed, multitask and the ability to handle confidential information. We Offer: Extensive training. We will make sure that you have the knowledge and tools to handle your first customer interaction. So to ensure the customer has the best experience possible. Employee incentives like free ALLO swag and discounts on our services. Fun Team Environment, where you will feel comfortable with those you work with right away. Teamwork truly makes the dream work. Growth within the company. We set you up for success to move up in your department or explore openings in other departments. REQUIREMENTS: While this position isn't entirely remote, it offers hybrid flexibility (3 days in the office/2 days from home), contingent upon performance, approval from your supervisor, and reliable internet connectivity. For hybrid work, a prerequisite is having internet speeds of 100 Mbps download and 40/50 Mbps upload. Mandatory training for 10 to 12 weeks is required, scheduled from Monday to Friday, 8:00 am to 5:00 pm CT, starting from the specified date. 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. People are our passion. At ALLO, we don’t treat you like a number. You’re a human being. Get ready to plug into the perks at ALLO: Free ALLO Service: We’ll pick up the tab on your ALLO fiber internet, TV, and phone bill. Seriously 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. 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. Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at recruiting@allofiber.com . ALLO is a Drug Free and Tobacco Free Workplace. #J-18808-Ljbffr