Residential Customer Experience Supervisor

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 GIG Communities.
We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.
Responsible for the management of Residential Customer service representatives and team leads. Supervises the daily operations of the team in the implementation of daily responsibilities as well as administrative and operational procedures. Reviews work performance of subordinates to determine compliance with division policies, procedures, rules, regulations, and guidelines. Ensures operational plans are aligned with business objectives. Maintain company core values through leadership and development of the team members.
RESPONSIBILITIES:

• Reviews work performance of subordinates to determine compliance with division policies, procedures, rules, regulations, and guidelines.
• Evaluates subordinate employee performance through regular and annual performance reviews, institutes remedial action when necessary, and recommends incremental salary increases as appropriate.
• Monitors staffing needs and maintains sufficient staffing by routinely reviewing staffing needs and resources daily. Assists in the hiring process for telecommunications and supervisory staff.
• 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.
• Ensures that adequate staffing is in place to handle the work function assigned to the position's area of responsibility.
• Isolate and identify areas of improvement and communicate the findings with Customer Service Manager.
• Serves as customer interfacing escalation point. Investigate customer's problems and find solutions. Communicate with customers via phone, email, or letter.
• Work with Supervisors from various ALLO departments to adjust and create procedures and ensure best practices are being followed.
• Keep Customer Service Representatives abreast of new company products and services.
• Analyze data and statistics.
• Leads and participates in internal meetings.
• Other duties as assigned.

EDUCATION:

• Bachelor's Degree or 2 years of relevant job experience.
• Relevant job experience is described as: job experience in similar industry or job experience with similar essential duties

EXPERIENCE:

• Minimum of 1 year experience in a leadership role.
• Call center experience preferred.

SKILLS / KNOWLEDGE / ABILITIES:

• Excellent Customer Service Skills
• Strong analytical skills and ability to convey that information succinctly and clearly
• Strong interpersonal, teamwork, conflict resolution and negotiation skills
• Strong time management, organizational, and prioritization capabilities
• Excellent oral and written communications skills internally and customer-facing
• Well-versed in communicating at both the technician as well as executive levels
• Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
• Excellent leadership abilities and interpersonal skills with employees, customers and external parties and the ability to develop and drive a team-oriented operational culture.
• Ability to challenge the status quo with a focus on continuous improvement
• 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:

• 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 generous Earned Time Off (ETO) program.
• 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.
ALLO is a Drug Free and Tobacco Free Workplace.