About Company
Alaska Communications is a leading provider of broadband and managed IT services for businesses and consumers in Alaska. For over 100 years, we’ve been connecting Alaskans to each other and the world, offering reliable internet, voice, and data solutions. We are a company built on innovation, community, and a commitment to exceptional service. Our mission is to empower Alaskans with the connectivity they need to thrive, whether it’s powering a small business, connecting families, or supporting critical infrastructure. We pride ourselves on our deep roots in the Alaskan community, our dedication to employee development, and fostering a supportive, inclusive work environment where every team member can contribute to our shared success. Join a company that values integrity, customer focus, and making a real difference in the lives of the people we serve across the Last Frontier.
Job Description
Are you passionate about helping people and thrive in a remote work environment? Alaska Communications is seeking a dedicated Customer Experience Agent to join our team, working remotely from the comfort of your home within the Spenard, Anchorage area. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional support and ensuring a seamless experience with our broadband, voice, and IT services. This isn’t just a call center job; it’s an opportunity to build meaningful connections, solve complex problems, and be a vital link between our customers and the cutting-edge technology they rely on daily. Leveraging our remote platform, you’ll engage with customers via phone, chat, and email, addressing inquiries, troubleshooting technical issues, assisting with billing, and guiding them through our product offerings with empathy and expertise. We are looking for someone who is not only tech-savvy and a quick learner but also possesses a genuine desire to go above and beyond for every customer. If you are a self-starter, highly organized, and committed to delivering world-class service while enjoying the flexibility of a remote work model, we encourage you to apply. You’ll receive comprehensive training and continuous support to ensure your success, becoming an integral part of a team dedicated to excellence and connecting Alaska.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, chat, and email regarding services, billing, and technical support.
- Diagnose and resolve customer issues efficiently and accurately, escalating complex problems to specialized teams when necessary.
- Provide clear, concise, and empathetic communication to customers, ensuring they feel heard and understood.
- Educate customers on product features, service options, and self-help resources to enhance their overall experience.
- Maintain detailed and accurate records of customer interactions and transactions in our CRM system.
- Proactively identify opportunities to improve the customer experience and contribute to team knowledge sharing.
- Adhere to company policies, procedures, and service level agreements (SLAs) for response and resolution times.
- Participate in ongoing training and development to stay updated on product knowledge and customer service best practices.
- Collaborate with other departments to ensure a cohesive and consistent customer journey.
- Manage multiple customer interactions simultaneously while maintaining a high level of professionalism and efficiency.
Required Skills
- High School Diploma or GED.
- Minimum of 1 year experience in a customer service role, preferably in a remote environment.
- Exceptional verbal and written communication skills with a clear and professional demeanor.
- Proven ability to actively listen, empathize, and build rapport with customers.
- Strong problem-solving skills and the ability to think critically under pressure.
- Proficiency with common computer applications (e.g., Microsoft Office Suite) and comfort learning new software.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- Self-motivated with strong organizational and time management abilities.
- Ability to adapt to changing priorities and customer needs.
Preferred Qualifications
- Associate's degree or higher in a relevant field.
- Experience in the telecommunications or technology industry.
- Familiarity with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Previous experience working remotely and managing a home office setup.
- Demonstrated ability to troubleshoot basic technical issues related to internet and voice services.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off (PTO) and paid holidays.
- Life insurance and disability benefits.
- Opportunities for professional development and career advancement.
- Employee assistance program (EAP).
- Company-provided equipment for your remote workspace.
- Employee discounts on Alaska Communications services.
- Supportive and collaborative remote team culture.
How to Apply
Ready to connect with a career that matters? We invite you to learn more about this exciting opportunity and submit your application by clicking on the link below. Please ensure your resume and cover letter highlight your customer service experience and your ability to thrive in a remote work environment.