Current Job Openings

Customer Care Representative

Raleigh, NC

Company Overview:

Allbridge provides property technology solutions that mitigate risk, increase property value and improve lives through end-user and management experiences for hospitality, multifamily and mixed-use properties. For owners, developers, general contractors and operators, Allbridge combines engineering and support expertise with a vision of end-user digital convenience. Allbridge maximizes long-term project value while owning whole project accountability, from design and planning through the life of the building.

We are rapidly growing and seeking top talent to join our team. If you want to work in a thriving industry and contribute to best of breed solutions, Allbridge may be the company for you. Made up of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities and competitive compensation and benefits packages.

 

Job Summary:

Provides customer support and acts as primary liaison between the customer and the Allbridge billing, support, engineering, and sales teams, while promoting top tier customer relations. This role reports to the Sr. Director, Customer Care.

 

Essential Job Functions and Responsibilities:

  • Answer incoming calls, emails, and online chats from customers to respond to quote requests, requests for channel changes, contract inquiries, and general account information
  • Create and process programming addendums and cash sale agreements for properties requesting channel changes, room count changes, and equipment add-ons
  • Prepare and send channel lineups to properties and provide options for channel additions, removals, and swaps if requested
  • Prepare information packets for MDUs in which residents can upgrade their service
  • Refer properties to the appropriate departments to address both technical issues, new sales inquiries, as well as billing questions or concerns
  • Manage and follow-up with outstanding Customer Care cases
  • Assist property managers with questions they may have concerning upgrades for their residents and address any concerns they may have about their residents’ accounts
  • Maintain cases for account terminations and suspensions, focusing on opportunities for saving and retaining the customer
  • Process assumptions upon notice of property sales or transfers
  • Participation in departmental meetings and training sessions is required
  • Update Customer Care spreadsheets and Salesforce information to maintain accurate and current data
  • Discuss options with existing customers regarding price reductions and promotions to encourage customer retention
  • Process residential upgrades on MDU accounts and properties with MFH overlays
  • Process and submit the required DIRECTV paperwork for renewed accounts
  • Collaborate with DIRECTV agents to investigate programming and billing issues on accounts
  • Assist with customer reporting on high profile brand accounts (i.e. Hilton, Marriott)
  • Consistently integrates Allbridge’s core values into their everyday habits by treating all customers, internal and external, professionally, honestly and respectfully
  • Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility and quality performance
  • Other miscellaneous duties as assigned by management

 

Knowledge/Skills/Abilities:

  • Excellent telephone, verbal and written business communication skills
  • Conflict resolution and problem-solving skills required

 

Required Qualifications:

  • H. S. diploma, 2 years of experience in a customer service or care environment
  • Experience with Microsoft based programs such as Excel, Word, and Outlook
  • Experience with account management through database software required.  Prior Salesforce experience is a plus

 

Perks & Benefits:

  • Competitive rate, Unlimited PTO Policy, Medical, Dental & Vision Insurance, Disability Insurance, 401K with company match, Employee assistance program and much more!

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Essential functions are those functions that the employee who holds the position or the candidate that desires the position must be able to perform unaided or with the assistance of a reasonable accommodation. When possible, reasonable accommodations may be made for persons who are disabled under the law. Reasonable accommodations are those accommodations which, as defined under applicable law, enable disabled individuals to perform the essential functions of their job title and to meet the employer’s expectations for the job title.

While performing the duties of this job, the employee is regularly required to sit, stand and walk; use hands/fingers to handle or feel and reach with hands and arms.  The employee is occasionally required to climb, balance; stoop, kneel, crouch, crawl, talk and hear.

The employee may occasionally lift and/or move up to 30 pounds.

 

Equal Opportunity Statement:

Allbridge is an Equal Opportunity Employer. Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.