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 fiberhoods.
We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and work-life balance is an everyday practice.
Responsible for overseeing the Business Customer Service Departments and ensuring ALLO delivers the highest level of customer service possible. Manage, train, coach, and mentor Business Customer Service Supervisors. Maintains customer satisfaction by providing problem-solving resources and tools for oversight aligned with designated KPI’s. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development. Collaborates on the development and implementation of operational readiness, efficiencies, technologies, and any other projects ultimately impacted the customer in the end.
RESPONSIBILITIES:
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Builds a high performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and take action. Monitors individual employee performance on an ongoing basis. Responsible for conducting formal reviews with employees under this position’s supervision, as required in the Company’s policy on performance evaluation.
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Demonstrates Company’s values, maintains a positive open demeanor, encourages different points of view, moves team forward through change; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration.
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Ensures that adequate staffing is in place to handle the work function assigned to the position’s area of responsibility.
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Isolate and identify areas of improvement. Assist upper management in planning and implementing new procedures promptly, allowing Customer Service employees the ability to carry out their responsibilities.
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Establish and maintain processes that have Business orders completed within 21 days of signed order.
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Provide and enhance job aids for customer service representatives.
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Serves as customer interfacing escalation point. Investigate customer's problems and find solutions. Communicate with customers via phone, email, or letter.
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Partner with Complex Ordering Specialist to satisfactorily complete orders and troubleshoot if necessary.
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Work with Installation Technician Managers to ensure prospering scheduling and communication for installations.
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Keep Customer Service Representatives abreast of new company products and services.
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Analyze data and statistics.
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Leads and participates in internal meetings, such as operation reviews. Creates executive management reports and recommends to upper management problem identification and resolution for repair performance.
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Other duties as assigned.
Colorado Residents: typical pay range for this role will be from $50,000 - $85,000 depending on experience.
EDUCATION:
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Bachelor's Degree or 5+ years of relevant job experience.
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Relevant job experience is described as: job experience in similar industry or job experience with similar essential duties
EXPERIENCE:
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Minimum of 2 years’ experience in supervisory management role in the telecom industry
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Experience managing operational processes.
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Experience with developing teams of 10+ people.
SKILLS / KNOWLEDGE / ABILITIES:
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Excellent Customer Service Skills
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Strong analytical skills and ability to convey that information succinctly and clearly
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Strong interpersonal, teamwork, conflict resolution and negotiation skills
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Strong time management, organizational, and prioritization capabilities
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Excellent oral and written communications skills internally and customer-facing
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Well-versed in communicating at both the technician as well as executive levels
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Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
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Excellent leadership abilities and interpersonal skills with employees, customers and external parties and the ability to develop and drive a team-oriented operational culture.
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Ability to challenge the status quo with a focus on continuous improvement
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Experienced in Microsoft Office
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:
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 a generous ETO policy. Plus, if you’ve got student loan debt, we’ve got a repayment assistance program you’ll want to get in on.
- 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
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