About Company
Alaska Communications is a leading provider of broadband and managed information technology services for businesses and consumers across Alaska. For decades, we’ve been dedicated to connecting communities throughout the Last Frontier, offering reliable internet, wireless, phone, and managed IT solutions that empower individuals and fuel economic growth. We pride ourselves on our deep roots in Alaska, our commitment to innovation, and our passion for delivering exceptional customer experiences. Our team is composed of dedicated professionals who understand the unique challenges and opportunities of living and working in Alaska. We strive to create a supportive and inclusive environment where everyone can thrive, fostering a culture of teamwork, integrity, and continuous improvement. Join us as we continue to build the future of connectivity in Alaska and make a real difference in the lives of our customers.
Job Description
Are you an empathetic communicator with a knack for solving problems, eager to make a tangible difference from the comfort of your home? Alaska Communications is seeking a dedicated Customer Service Officer for Remote Collaboration to join our dynamic team based out of Soldotna, Alaska. In this pivotal role, you will be the friendly voice and expert guide for our valued customers across Alaska, helping them navigate our suite of telecommunications products and services.
As a Customer Service Officer, you’ll engage directly with customers through various remote channels – primarily phone, email, and chat – to address inquiries, resolve technical issues, manage accounts, and provide comprehensive support. Your day will involve everything from assisting with billing questions and service activation to troubleshooting internet connectivity, explaining feature functionalities of our various service offerings, and educating customers on the best solutions for their needs. This isn’t just about answering calls; it’s about building lasting relationships, understanding the unique customer needs in a vast and diverse state like Alaska, and ensuring a seamless, positive experience with every interaction.
We are looking for someone who thrives in a remote environment, demonstrating exceptional self-discipline, strong time management skills, and a proactive approach to learning. You’ll be part of a collaborative remote team, utilizing modern communication and CRM tools to stay connected, share knowledge, and collectively elevate our service standards. While working remotely, you’ll still feel integrated and supported, with access to continuous training and development opportunities that empower you to grow professionally within our organization. This role requires a keen eye for detail, a patient demeanor, and the ability to articulate complex information clearly and concisely to a diverse customer base. You will play a crucial role in maintaining our reputation for reliable service and customer satisfaction, acting as an essential link between our cutting-edge technology and the people who depend on it daily. Join us in connecting Alaskans to what matters most, from wherever you are in Soldotna.
Key Responsibilities
- Handle inbound and outbound customer inquiries via phone, email, and chat with professionalism and efficiency.
- Provide accurate information regarding company products, services, and billing.
- Troubleshoot basic technical issues related to internet, phone, and TV services, guiding customers through resolution steps.
- Process account changes, service upgrades/downgrades, and billing adjustments.
- Maintain detailed and accurate customer records in the CRM system.
- Identify opportunities to enhance customer satisfaction and actively contribute to a positive customer experience.
- Collaborate effectively with team members and other departments in a remote setting to resolve complex customer issues.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development to stay current with product and service knowledge.
Required Skills
- Minimum of 1 year experience in a customer service role, preferably in a remote or call center environment.
- Excellent verbal and written communication skills with strong active listening abilities.
- Proficiency in using CRM software and common office applications (e.g., Microsoft Office Suite, Google Workspace).
- Demonstrated ability to troubleshoot basic technical issues and explain technical concepts clearly.
- Strong problem-solving skills and a customer-centric mindset.
- Exceptional organizational and time management skills, with the ability to work independently.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Associate’s or Bachelor’s degree in a relevant field.
- Experience in the telecommunications or technology industry.
- Familiarity with remote collaboration tools (e.g., Slack, Microsoft Teams).
- Bilingual proficiency (e.g., Spanish, Filipino) is a plus.
Perks & Benefits
- Competitive hourly wage with performance incentives.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off (vacation, sick leave, holidays).
- Employee assistance program (EAP).
- Opportunities for professional development and career advancement.
- Employee discounts on Alaska Communications services.
- Flexible remote work environment.
How to Apply
To apply for this exciting opportunity, please click on the application link below. You will be redirected to our careers page where you can submit your resume and cover letter. We encourage you to search for ‘Customer Service’ roles within our job board.