Job Description

GCI's Senior Customer Service Sales Specialist will support and our GCI’s 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 GCI’s 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 solutions. Will 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 competitor’s 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 GCI’s 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 GCI’s 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 a senior level position requiring little supervision, has expert understanding regarding product line, sales promotions, sales goals, pricing, and customer interaction. Provides leadership, coaching and mentoring to junior team. Ability to manage most complex problems to resolve customer needs. Ability to help customers learn about, shop for, and get the most out their products by providing quality customer service with prompt courteous, professional, and accurate information. Meets sales objectives and handles administrative aspects of each sale. Ability to troubleshoot and provision, technical information regarding equipment installation procedures; communicates effectively when handling customer inquiries/complaints or with service staff. This position is expected to handle service issues from customers by utilizing interpersonal skills.

• Create a relaxed, comfortable, and trusting experience for the customer. Demonstrate the value of products and services by engaging in conversation to determine the customer’s needs. Meet or exceed all sales objectives.
• In absence of Manager or Assistant Manager, ability to follow procedures/protocol and make decisions regarding adjusting customers’ accounts, replacing wireless equipment, and ensuring customer service challenges for resolution.
• Mentors junior Customer Service Sales Specialists.

Additional Competencies:

• Self-motivated, friendly, cooperative with a desire to meet and/or exceed expectations.
• Must be work well with individuals; coach, mentor and train encouraging growth for Customer Service Sales Specialists. High level of interpersonal skills well developed written and oral communication skills including active listening skills.
• Handle complex, escalated problems with a successful resolution while maintaining composure.

1. High level of interpersonal skills well developed written and oral communication skills including active listening skills.
2. Handle moderately escalated problems with a successful resolution while maintaining composure.
3. Proven high-level of customer service and sales skills.

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 four (4) years of customer service and sales experience, to include the ability to support and sell products, devices, and accessories. *

Preferred:

• Two (2) years Telecommunications experience.
• Other telecom industry or job specific certifications.

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, requiring long 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.