Lifeline Representative I

GCIs Lifeline Representative Iwill support and facilitate the FCC Lifeline program to provide communications services and products to eligible customers. Confirm customers are qualified via National Verifier and meet the requirements of the Federal Regulations. Assist and provide support regarding program qualifications recertification documents requirements rules and regulations.

Positions Customer(s): Direct Sales Customer Service Contact Center and Retail Store representatives marketing and external customers and vendors

• Verifying customer eligibility through NLAD (National Verifier)
• Auditing customer information in GCIs systems.
• Confirmation of customers regarding eligibility errors using the National Verifier

• ACCOUNTABILITY- Takes ownership for actions decisions and results; openly accepts feedback and demonstrates a willingness to improve.
  • Self-motivated friendly cooperative with a desire to meet and/or exceed expectations.
• 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.
  • Must demonstrate ability to listen effectively and verbally communicate information regarding products service(s) and procedures. Multi-language speakers encouraged.
• COMPLIANCE - Follows internal controls; protects company and customer confidential information; abides by GCIs Code of Business Conduct & Ethics. Interprets and accurately applies applicable codes regulations policies procedures guidelines etc.
  • Adhere and maintain GCI confidential and proprietary and customer account information.
• CUSTOMER FOCUS - Develops positive rapport with customers. 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.
  • Ability to complete complex tasks to successful conclusion and deadlines.
• RESULTS - Uses a combination of knowledge initiative sound decision making innovation adaptability and problem solving.
  • Knowledge of telecommunications industry products service(s) and customer service activities.
  • Must be able to work in an often-stressful team environment demonstrate attention to detail and ability to handle multiple tasks at once.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficiency in MS Office knowledge (e.g. Outlook Teams Word Excel).
• Demonstrated computer skills and understanding of technology; must provide a high level of accuracy and proficiency in data entry and 10-key.

Additional Job Requirements:

This is an entry level position works under close supervision work on assignments as directed; confirm eligibility for customers to meet federal requirements as outlined:

Essential Duties:

• Lifeline Eligibility Validation:

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 two (2) years of customer service experience. *

Preferred:

• Associate degree in Business Management or relevant field.
• Telecommunications experience.
• Multi-language.
• Other telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

This position may require access to reliable transportation for occasional travel such as 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.