Customer Service Operations Specialist

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

• This role requires the ability to travel internationally sometimes on short notice to support partner teams and conduct onsite training and knowledge assessments.

Customer Support & Sales:

• Proactively followup resolve document and track issues including partner escalations customer feedback and system complications identifying areas for improvement and simplification.
• Interact directly with customers as a member of the social media team regarding service products questions comments sales and reinforcement of the GCI brand.
• Implement track and engage with customers in support of product marketing and consumer operations strategic initiatives related to customers products and services devices equipment and promotions.
• Ensure standard operating procedures (SOPs) and quality standards are documented updated on an ongoing basis and accurately presented in the knowledge base.
• Fulfill requests research and resolve issues related to GCI loyalty programs promotions special offers order entry sales incentives billing and other operational duties as requested.
• Participate in the creation of consumer operations process design and documentation customer journey mapping and business operations team (BOT) initiatives.
• Serve as an escalation path for the Business Process Outsource (BPO).
• Ensure sales goals are being met. Collaborate with the BPO to identify reasons for any shortfalls and provide coaching as needed.

Quality & Continuous Improvement:

• Provide support guidance coaching and assist with training call center representatives both inperson and virtually.
• Engage with GCI University to ensure training aligns tightly with external partner and GCI management expectations serves customer needs and fulfills quality and performance requirements.
• Perform ongoing monitoring and calibration of customer interactions and sales performance with external partner for lines of business (LOB) and with internal teams.
  • Use established metrics (SLAs KPIs surveys mystery shop etc.) and quality standards to take immediate action when possible escalating issues as required.
• Provide backup to Consumer Services Customer Advocate and Consumer Omnichannel Forecasting.
• Attend training and project sessions as required to remain current and knowledgeable on company policies procedures and applications.
• Assist with agent interviews to assess product and services knowledge understanding of policies and processes and identify areas of concern.

Audit/Reporting

• Audit and report on compliance related items that fall under customer service creating and maintaining processes that support adherence to required compliance documentation of customer interactions.
• Provide reporting on posttransaction surveys for collections customer service wireless support provisioning and Lifeline to the customer experience and marketing departments GCI management and external partners.
• Perform audits on agent performance and agent compliance through additional reporting and spot checks.
  • Ability to coach and develop representatives in a supportive environment with the goal of improving performance and professionalism.
  • Strong interpersonal skills with a sensitivity to others verbal and nonverbal communication.
  • Ability to accurately communicate information virtually (i.e. Teams) over the phone and inperson in a clear and concise manner to a range of audiences.
  • Ability to accurately read write and respond to business correspondence such as emails chat messages policies procedures reports.
  • Ability to articulate technical information and facilitate presentations and training in front of internal and external audiences.
  • Demonstrated ability to make ethical and appropriate decisions.
  • Knowledge and understanding of current customer experience (CX) performance standards (SLAs) and metrics (KPIs) as they relate to the overall delivery of the customer experience.
  • Ability to understand comprehend and resolve operational issues following established procedures collaborating with appropriate partners and exercising sound decision making.
  • Ability to remain current with the latest data and entertainment technology such as wifi data services and TV entertainment.
  • Ability to remain current on company products devices promotions billing selfcare and standard operating procedures.
  • Ability to execute and research orders within all applicable platforms.
  • Ability to develop generate and maintain reports on a timely and regular basis.
  • Ability to manage and prioritize multiple projects using an innovative approach to problem solving and following through on complex issues to resolution.
  • Ability to effectively adapt to different cultures and time zones.

• ACCOUNTABILITY Takes ownership for actions decisions and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES Interacts with people in a way that builds mutual trust confidence and respect; adheres to GCIs Code of Conduct for Employees the Basic Principles.
• COLLABORATION Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• COMMUNICATION Conveys thoughts and expresses ideas appropriately and professionally.
• COMPLIANCE Follows internal controls; protects confidential information; abides by GCIs Code of Business Conduct & Ethics.
• CUSTOMER FOCUS Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings training and other work obligations.
• RESULTS Uses a combination of job knowledge initiative sound decision making innovation adaptability and problem solving.
• SAFETY & SECURITY Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• TECHNICAL PROFICIENCY Proficient computer skills and MS Office knowledge (e.g. Outlook Teams Word Excel) to complete job duties effectively such as using the company intranet and to accurately retrieve and input information into database or equivalent.

Additional Job Requirements:

This is an intermediate level position within the discipline demonstrating broad knowledge and proficiency in areas of responsibility. Performs moderately complex tasks and job duties receiving general instruction on routine work and new assignments. Works under moderate supervision with latitude for independent judgment. Supports higher level staff in implementing more complex projects.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a yearforyear basis

• High School diploma or equivalent.
• Minimum of four (4) years of experience in customer service/customer support within a telecommunication call center or similar environment. *
• Possess and maintain a valid passport with the ability to travel to and from the United States on an as needed basis.

Preferred:

• Associate or Bachelors degree in business administration business management or related field.
• At least one (1) year of telecommunication industry experience.
• Knowledge of GCI billing and phone systems.
• Relevant telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

• This position requires access to reliable transportation for occasional travel between retail store locations offices worksites or other locations as needed.

• Work is primarily sedentary requiring daily routine computer usage.
• Ability to work shifts as assigned work in standard office/home office setting and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• Available to work additional time on weekends holidays before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

Travel Requirements:

• International travel sometimes on short notice is required to support partner teams and conduct onsite training and assessments.
• Travel includes overnight stays and working on weekends.
• Travel requirements are expected to be approximately every other month. However they will be determined based on business needs and can fluctuate as deemed necessary.