About Company
Petersburg Telephone Company (PSTelco) is a vital telecommunications provider dedicated to connecting the community of Petersburg, Alaska, and its surrounding areas. For decades, we’ve been the backbone of local communication, offering reliable internet, telephone, and related services that are essential for both residents and businesses. We pride ourselves on our deep community roots, understanding the unique needs of our customers in this beautiful, remote region. At PSTelco, we believe in empowering our customers with seamless connectivity and exceptional service, fostering growth and maintaining strong relationships within our close-knit Alaskan community. As technology evolves, so do we, continuously striving to bring innovative solutions while upholding our commitment to local service excellence. Join us in our mission to keep Petersburg connected.
Job Description
Are you an empathetic, highly organized, and proactive individual with a passion for delivering outstanding customer service? Petersburg Telephone Company (PSTelco) is seeking a dedicated Remote Customer Support Coordinator to join our team, helping us maintain our reputation for excellence in the telecommunications industry. While this role is primarily remote, you’ll be an integral part of our Petersburg-based operations, connecting with customers across Alaska to resolve inquiries, troubleshoot issues, and ensure a seamless service experience. In this dynamic role, you will act as the first point of contact for our valued customers, addressing their concerns via phone, email, and chat. You’ll become a subject matter expert on PSTelco’s diverse range of products and services, from internet connectivity to landline support, guiding customers through technical challenges and billing questions with patience and clarity. This isn’t just about answering questions; it’s about building relationships, understanding customer needs, and consistently exceeding expectations. You’ll play a crucial part in gathering feedback, identifying trends in customer inquiries, and collaborating with our technical teams to implement improvements and enhance overall customer satisfaction. Your ability to calmly de-escalate situations, provide clear solutions, and follow up diligently will be key to your success and our continued growth. We’re looking for someone who thrives in a remote environment, demonstrating strong self-discipline, time management skills, and a proactive approach to problem-solving. If you are passionate about helping people stay connected and eager to contribute to a company that deeply values its community, we encourage you to apply. This is a fantastic opportunity to make a tangible impact while enjoying the flexibility of a remote work model, backed by a supportive team dedicated to your professional development.
Key Responsibilities
- Serve as the primary remote contact for customer inquiries via phone, email, and chat, providing timely and accurate information.
- Diagnose and troubleshoot telecommunication service issues (internet, phone) and guide customers through resolution steps.
- Process service requests, billing inquiries, and account updates with precision and efficiency.
- Escalate complex technical issues to appropriate internal departments and ensure timely follow-up.
- Maintain comprehensive and accurate customer interaction records within our CRM system.
- Educate customers on PSTelco products, services, and self-help resources.
- Identify opportunities to enhance customer satisfaction and contribute to process improvement initiatives.
- Adhere to company policies and procedures, ensuring data privacy and security.
- Collaborate effectively with remote and on-site team members to ensure a cohesive customer experience.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven ability to empathize with customers and provide patient, understanding support.
- Strong problem-solving and critical thinking abilities.
- Proficiency with CRM software and general office applications (e.g., Microsoft Office Suite).
- Ability to work independently and manage time effectively in a remote setting.
- Technical aptitude to understand and troubleshoot telecommunication services.
- High-speed internet connection and a dedicated, distraction-free home office environment.
- Minimum of 2 years of experience in a customer service or support role.
Preferred Qualifications
- Experience in the telecommunications or ISP industry.
- Familiarity with remote collaboration tools.
- Associate's degree or relevant certification in a technical or customer service field.
- Demonstrated experience with de-escalation techniques.
- Residency in Alaska, preferably within the Petersburg area, for potential on-site meetings (though not required for the role itself).
Perks & Benefits
- Competitive salary with opportunities for growth.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- 401(k) retirement plan with company match.
- Flexible remote work environment.
- Opportunities for professional development and training.
- A supportive team culture dedicated to community service.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your relevant customer support experience and your ability to thrive in a remote work environment. We look forward to reviewing your application!