ALLO Fiber · 8 hours ago
Business Customer Service Manager
Lincoln, NE
Full-time
Onsite
Mid, Senior Level
2+ years expALLO Communications is dedicated to enhancing community engagement and delivering exceptional customer service. The Business Customer Service Manager will oversee the customer service department, ensuring high levels of satisfaction and operational alignment with business objectives while leading and developing a team of representatives.
Communications InfrastructureMobileTelecommunications
Responsibilities
Responsible for overseeing the business customer service department and ensuring ALLO delivers the highest level of customer service possible
Supervises, trains, coaches, and mentors Business Customer Service Representatives
Maintains customer satisfaction by providing problem-solving resources
Ensures operational plans are aligned with business objectives
Contributes to functional strategy development
Collaborates on the development and implementation of customer and contract performance metrics and tools
Builds a high performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and take action
Monitors individual employee performance on an ongoing basis
Responsible for conducting formal reviews with employees under this position’s supervision, as required in the Company’s policy on performance evaluation
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
Assist upper management in planning and implementing new procedures promptly, allowing Customer Service employees the ability to carry out their responsibilities
Establish and maintain processes that have Business orders completed within 21 days of signed order
Provide and enhance job aids for customer service representatives
Serves as customer interfacing escalation point
Investigate customer's problems and find solutions
Communicate with customers via phone, email, or letter
Partner with Complex Ordering Specialist to satisfactorily complete orders and troubleshoot if necessary
Work with Installation Technician Managers to ensure prospering scheduling and communication for installations
Keep Customer Service Representatives abreast of new company products and services
Analyze data and statistics
Leads and participates in internal meetings, such as operation reviews
Creates executive management reports and recommends to upper management problem identification and resolution for repair performance
Other duties as assigned
Qualification
Required
Bachelor's Degree or 5+ years of relevant job experience
Minimum of 2 years' experience in supervisory management role in the telecom industry
Experience managing operational processes
Experience with developing teams of 10+ people
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
Benefits
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.
Company
ALLO Fiber
Since 2003, ALLO has provided cutting-edge Internet, TV, and Phone solutions across our communities.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$866.19MKey Investors
CalixNebraska Public Service CommissionSDC Capital Partners
2023-07-14Debt Financing· $650M
2023-06-28Grant· $11.05M
2020-10-05Private Equity· $197M
Leadership Team
B
Brad Moline
President
Recent News
MarketScreener
2025-10-18
2025-06-25
2025-06-05
Company data provided by crunchbase