Mgr, Customer Service Sales Operations (C St.)

This leadership position requires the following non-delegable responsibilities:

• Fully own the mission goals operations and results of the team and areas of responsibility.
• Provide strong leadership to span of control (direct and indirect reports);demonstrate effective leadership in all interactions companywide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching growing and empowering; owning outcomes; and leading by example. Specific leadership duties include:
• Establishing the vision and tone for the department consistent with company culture and mission.
• Establishing clear measurable and achievable goals and performance expectations and following up appropriately.
• Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication training tools and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
• Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCIs interests and demoralize other employees.
• Effectively managing processes including annual performance reviews compensation adjustments promotions demotions transfers and disciplinary actions up to and including terminationin an unbiased and consistent manner.

• 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.
  • Excellent communication and interpersonal skills with the ability to patiently and accurately articulate information to internal and external customers handle customer inquiries and complaints and communicate effectively with the team.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCIs Code of Business Conduct & Ethics.
  • Demonstrated ability to maintain the highest levels of confidentiality with company proprietary and customer account information.
  • Demonstrated understanding of cash management and ability to protect company assets following company policies and procedures.
  • Ability to adhere to all company and department policies and procedures regarding compliance customer service product lines/campaigns/promotions collections design installation repair commercial accounts associated billing systems and databases.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • Ability to maintain positive relationships with customers and team to close sales and achieve target sales goals.
• 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 effectively document procedures and technical processes.
  • Ability to multitask in a fast-paced sales environment with positive results.
  • Knowledgeable of telecommunications technical and troubleshooting skills regarding equipment provisioning procedures.
  • Demonstrated skill in applications operating systems and hardware to include security networking Internet and Telephony applications.
  • Working knowledge of telecommunications industry products services and customer service activities.
  • Demonstrated experience promoting sales retaining customers and ensuring customer satisfaction.
  • Knowledge and understanding of internet cable wireless LAN/WAN networking telecommunications data communications and telephony topology systems.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• CHANGE MANAGEMENT: champions and supports department and company change.
• DECISION MAKING: uses sound logical judgment based on data research and experience to choose an appropriate course of action.
• PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team.
  • Demonstrated ability to analyze complex challenging problems and situations leading to optimal solutions that follow department and company policies procedures and sales data.
  • Ability to schedule personnel and tasks to maximize productivity and meet priority deadlines.
• MENTORING & DEVELOPMENT: utilizes interpersonal skills to guide direct and influence others to achieve results.
  • Proven ability to lead a team to high levels of performance while maintaining morale and personal growth for employees.
  • Ability to function as a positive mentor and coach and instill an environment supporting department and company goals.
• PERFORMANCE MANAGEMENT: sets clear performance expectations for team.
  • Demonstrated ability to manage performance through motivation and counseling of different work styles and levels throughout the company.
  • Ability to manage challenging employee or customer issues ensuring positive results.
• 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 leadership position within the retail management role responsible for leading a team of direct and indirect reports. May be assigned to one or more store locations. Demonstrates 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.

• Expected to spend a minimum of 50% of the time being visible and actively participating on the sales floor: promoting customer and employee engagement observing interactions coaching training mentoring employees ensuring customers are being assisted timely and accurately and leading by example.
• Conduct ongoing assessment and support of clear career development path for team including product knowledge systems service and sales standards.
• Function as primary point of escalation for personnel and customer concerns and issues.
• Develop and provide reports and analysis of service level sales and customer satisfaction results.
• Oversee employee schedules time-off requests and monitor/control overtime.
• Anticipate staffing needs and take appropriate action to support peak traffic times key holiday events and weekends including adding temporary staff if needed.
• Ensure company and department goals are current accurate and visible at each facility.
• Represent the department in meetings related to company products accounting interface SOX compliance Management System (POS) and other topics when needed.

Additional Competencies

• Demonstrated knowledge of telecommunications industry products services and customer service activities.
• Demonstrated knowledge and understanding of internet cable wireless LAN/WAN networking telecommunications data communications and telephony topology systems.

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.
• Bachelors degree in business management marketing communications or related field. *
• Minimum of five (5) years of experience in a customer service and sales environment. *
  • Including a minimum of three (3) years in a supervisory or management position; may be substituted with equivalent demonstrated functional leadership experience.

Preferred:

• Telecommunications experience.
• Relevant telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

This position requires driving a company-owned vehicle company provided vehicle or a personal vehicle on behalf of the company. Must possess and maintain a valid drivers license proof of insurance a satisfactory driving record and successfully complete Defensive Driving course.

• Most activities are conducted in an office/retail store environment under pleasant climatic conditions.
• Work can be intense and stressful due to a high volume of customer interactions that are sometimes emotionally charged.
• Work can involve long periods of simultaneously using a phone computer terminal or their equivalents.
• Requires long periods of focused mental and visual attention to documents review and analysis of inventory and sales data (hard copy and electronic).
• Ability to assist customers on the retail floor at product displays may require long periods of standing and walking.
• Ability to maneuver throughout the workplace as needed to deliver training and coaching to employees and to assist and demonstrate products to customers.
• Ability to safely move transport position install remove and maneuver equipment and supplies of up to 25 pounds.
• 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.
• Must be able and willing to work a flexible work schedule including but not limited to extended hours on-call weekends holidays evenings and/or additional time before or after normal shift hours.
• Able to travel between retail store locations offices and other locations. Subject to intrastate travel throughout Alaska as needed.
• 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.