Customer Service Sales Specialist I - (Sitka, AK)

$1500 Hiring Bonus! GCIs Customer Service Sales Specialist I will with your support and our GCIs products and solutions turn our customers into life-long fans. You will bring our world-class technology to customers every day and impact the way they live work and play. Provide high quality service and promote GCIs value by proactively acquiring up selling cross selling and retaining customers across applicable product lines.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

Customer Focus and Sales:

Extensive knowledge of the latest products coupled with knowledge of the most competitive pricing plans available utilize exceptional customer service and sales skills to help customers select the best plan and product that will suit their needs. Each interaction allows us to build trust educate customers and offer a variety of options and assist customers in a professional manner by providing the ultimate customer experience.

• Meet and exceed all performance and sales goals/metrics.
• Identify and act upon opportunities to upsell additional products and services to new and existing customers.
• Create a first-class customer service experience.
• Handle all customer service issues in a timely and professional manner.
• Be enthusiastic and professional with your peers and our customers.
• Respond to all customer service inquiries about our products and services;communicate effectively when handling customer inquiries/complaints or when communicating with service in other departments.
• Consult with customers to determine their needs.

Training:

• Remain current and knowledgeable of all GCI products including accessories service plans promotions features and taxable billing.
• Attend on-going training on GCI products services and applications.
• Maintain knowledge of competitors offers and provide feedback to management about the newest competitor pricing and offers.
• Cross-train within other sub-groups to strengthen network and computer-related technical skills.
• Remain current regarding latest data/entertainment technology and devices.

COMPETENCIES:

• 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.
  • Must be able to work well with others under stressful time restricted conditions displaying patience and tolerance in order to relay and obtain information and create and maintain positive rapport with customers and co-workers.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Excellent command of the English language required. Multi-language speakers encouraged.
  • Demonstrated ability to listen effectively and verbally communicate information regarding numerous products and procedures provided by GCI for customers and/or interaction with service personnel.
  • Demonstrated ability to accurately log verbally received information in written and electronic format.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCIs Code of Business Conduct & Ethics.
  • Adhere to GCI policies compliance and procedures regarding proprietary and customer account information customer service product lines/campaigns/promotion collections design installation repair commercial accounts associated billing systems and databases as provided and recommended.
• 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.
  • Ability to use independent decision making to prioritize and handle multiple tasks and to appropriately solve or escalate problems with a successful resolution.
  • Knowledge of telecommunications industry products services and customer service activities.
  • Technical skills to use technology-based applications such as Internet cell phones or equivalent and to provision and troubleshoot.
  • Demonstrated knowledge of basic math and accounting with ability to accurately process reconcile and electronically track cash transactions and prepare deposit slip information.
  • Ability to use a keyboard and 10-key calculator proficiently.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficient computer skills and MS Office knowledge (e.g. Outlook Teams Word Excel Access) 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 entry level sales role requiring the ability to understand comprehend and resolve basic issues. Works under close supervision and supports peers and management. Role will develop proficiency and understanding of product lines devices accessories and sales goals. Ability to recognize deviation from procedures and confirm with senior staff appropriate next steps. Performs routine work with detailed instructions on assignments. Resolves simple least sensitive issues concerning customer service/account maintenance. Meets sales more complex problems to senior team.

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 year-for-year basis

• High School diploma or equivalent. **
• Minimum of six (6) months general work experience. **

Preferred:

• Previous experience in customer service and sales.
• Telecommunications experience.
• Other telecom industry or job specific certifications.

** Alaska Arctic Region identified as the towns of Utqiavik (Barrow) Bethel Dillingham Kotzebue Nome Dutch Harbor and similar towns in the region.

• High School diploma or equivalent preferred.
• Must successfully obtain a High School diploma or GED equivalent within one (1) year of employment.
• Previous work experience preferred.

DRIVING REQUIREMENTS:

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

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

• Work is primarily sedentary requiringlong periods using telephones computer terminals or the equivalent.
• Work in a standard retail store 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.
• Position requires working a rotating flexible scheduled work schedule up to and including overtime on-call and/or additional time on weekends holidays evenings and/or additional time before or after core shift hours and at other GCI retail locations when necessary.
• Work can be intense and stressful due to a high volume of customer interactions that are sometimes emotionally charged.
• Work in a team environment with a diverse group of people and customers.
• A neat clean professional appearance required;must have consistent reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude required.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such you will be requested to provide emergency after hours contact numbers to include your home and cell phone numbers if you have those services.

Culture Engagement and Connection:At GCI we foster an environment where the unique perspectives of our employees customers and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce ensuring equal opportunities for every Trailblazer.

EEO:GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race color religion national origin age sex sexual orientation gender identity marital status mental or physical disability veteran status or any other status or classification protected under applicable state or federal law.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.