Bilingual Mobile Support Specialist

Customer Support Representative

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.

This position provides exceptional customer support in a fast-paced environment. You will engage with customers via inbound and outbound communication channels, solving technical issues, troubleshooting, and offering tailored mobile service solutions. You will focus on delivering high-quality service to enhance customer experience.

RESPONSIBILITIES:

• Demonstrates ALLO's core values by maintaining a positive, open demeanor, encouraging different points of view, providing timely information, and communicating issues with the leadership.
• Provides exceptional customer service while helping current and new customers with mobile service plans, billing questions, and other mobile admin duties.
• Process incoming sales orders, open trouble tickets, and assist with mobile reporting.
• Quickly and efficiently diagnose and resolve technical issues related to mobile service, including connectivity, device troubleshooting, and account management.
• Provide professional written and verbal support for technical inquiries and sales questions.
• Collaborate with technical support, training, and sales teams to ensure seamless customer experiences.

EDUCATION/EXPERIENCE:

• High school diploma or equivalent
• A minimum of 1 year of experience in customer service and/or sales in the telecom/mobile industry is preferred.
• Proven experience in mobile support, troubleshooting mobile devices (iOS, Android), and network issues.
• Some call center and chat support experience is a plus.
• Experience with CRM systems and ticketing software (e.g., Zendesk, Salesforce) preferred.

SKILLS / KNOWLEDGE / ABILITIES:

• The ability to read and speak English and Spanish fluently.
• Excellent customer service skills, with a focus on solutions-based sales.
• Strong oral and written communication skills, especially in customer-facing situations.
• As a problem solver, you can see through the eyes of others and help them feel assured that they are in good hands.
• Strong interpersonal, teamwork, conflict resolution, and negotiation skills.
• Ability to remain approachable and calm under pressure in a fast-paced environment.
• Comfortable with a consultative sales approach and handling objections.
• Collaborate with training teams and leadership to continuously improve support and sales processes.

WORKING CONDITIONS:

• Must be available to work flexible hours, including evenings and weekends, depending on the needs of the business.
• Opportunities for advancement into senior support or sales positions within the company.

REQUIREMENTS:

• Remain stationary for extended periods
• Ability to communicate information
• Ability to operate a computer

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 internet? You bet. Plus, awesome discounts on other ALLO services.
• 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.