About Company
Alaska Communications is Alaska’s leading broadband and managed IT service provider, connecting businesses, schools, healthcare providers, and consumers across the state and beyond. For over a century, we have been dedicated to enhancing the lives of Alaskans by delivering reliable, cutting-edge communication solutions. We pride ourselves on a culture of innovation, customer-centricity, and deep community involvement. Our mission is to connect Alaskans to the world and each other, ensuring they have the tools and support needed to thrive in an increasingly digital landscape. We foster an inclusive environment where every employee is valued, and opportunities for growth and development are abundant. Join our team and be part of a company that truly makes a difference in the Last Frontier, helping shape the future of connectivity in Alaska.
Job Description
Are you a natural problem-solver with a passion for helping others? Do you thrive in a dynamic, remote work environment where your contributions directly impact customer satisfaction? Alaska Communications is seeking a dedicated and enthusiastic Customer Care Partner to join our thriving Remote Division, specifically serving our valued customers from the Douglas, Juneau area. In this pivotal full-time role, you will be the first point of contact for our residential and business customers, providing exceptional support for their internet, voice, and managed IT services. This isn’t just a call center job; it’s an opportunity to build lasting relationships, troubleshoot complex issues, and ensure our customers experience the high-quality service they expect from Alaska Communications.
As a Customer Care Partner, you will play a crucial role in shaping our customers’ perception of our brand. You will leverage your excellent communication skills and technical aptitude to guide customers through service inquiries, billing questions, technical difficulties, and product features, all while maintaining a positive and professional demeanor. Your day-to-day will involve answering incoming calls, responding to emails, and occasionally engaging in chat support, resolving issues efficiently and effectively. We believe in empowering our Customer Care Partners with comprehensive training and the tools necessary to succeed, ensuring you feel confident in every interaction. Our ideal candidate is empathetic, patient, and possesses a strong desire to learn and adapt in a fast-paced environment. You will be instrumental in upholding our commitment to customer excellence, working remotely from the comfort of your home in Douglas, Juneau, while remaining fully integrated into our supportive and collaborative team. This role requires self-discipline, strong organizational skills, and a reliable home internet connection to effectively manage customer interactions and contribute to our remote team’s success. We value individuals who can think on their feet, demonstrate initiative, and are committed to continuous improvement. If you’re ready to embark on a rewarding career where you can make a tangible difference every day, contribute to a vital service, and grow with a company deeply invested in Alaska’s future, we encourage you to apply and become a vital part of the Alaska Communications family. This remote position offers flexibility while ensuring you’re a connected and valued member of our statewide operation.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat, providing first-call resolution whenever possible.
- Diagnose and resolve technical issues related to internet, voice, and IT services, guiding customers through troubleshooting steps.
- Provide accurate information regarding billing, service plans, product features, and current promotions.
- Process service changes, upgrades, and cancellations efficiently and accurately within our customer management systems.
- Document all customer interactions, feedback, and resolutions thoroughly in our CRM system.
- Educate customers on self-service options and optimize their use of Alaska Communications services.
- Collaborate with internal teams (e.g., technical support, sales, billing) to escalate complex issues and ensure timely resolution.
- Maintain a high level of customer satisfaction and contribute to a positive brand experience.
Required Skills
- Proven experience (1+ years) in a customer service or support role, preferably in a remote setting.
- Exceptional verbal and written communication skills with a clear, professional, and friendly tone.
- Strong active listening, analytical, and problem-solving abilities.
- Proficiency with computer systems, CRM software, and the ability to learn new technologies quickly.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Reliable high-speed internet connection and a quiet, dedicated home workspace free from distractions.
- Demonstrated empathy, patience, and a positive customer-first attitude under pressure.
Preferred Qualifications
- Associate's degree or higher in a relevant field.
- Experience in the telecommunications or IT services industry.
- Familiarity with remote collaboration tools (e.g., Microsoft Teams, Zoom).
- Technical aptitude for troubleshooting modems, routers, and basic network connectivity issues.
Perks & Benefits
- Competitive hourly wage with opportunities for performance-based incentives.
- Comprehensive medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off, including holidays and vacation.
- Employee discount on Alaska Communications services.
- Opportunities for career growth and professional development through internal training programs.
- Flexible remote work environment, saving commute time and costs.
- Supportive team culture and virtual engagement activities.
How to Apply
To apply for this exciting opportunity, please click the application link below. Ensure your resume highlights your customer service experience, technical proficiency, and suitability for a remote role. We look forward to reviewing your application!