Customer Service Sales Specialist I - (Homer, AK)

About the role

GCI's Customer Service Sales Specialist supports our GCI's products and solutions, turning 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.

Responsibilities

• 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.
• Utilize exceptional customer service and sales skills to help customers select the best plan and product that will suit their needs.
• Provide high quality service and promote GCI’s value by proactively acquiring, up selling, cross selling, and retaining customers across applicable product lines.
• Identify and act upon opportunities to upsell additional products and services to new and existing customers.
• Create a first-class customer service experience.
• Maintain knowledge of competitor’s offers and provide feedback to management about the newest competitor pricing and offers.
• Attend on-going training on GCI products, services, and applications.
• 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.
• 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.
• CUSTOMER FOCUS: Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• 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.
• RELIABILITY: Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• SUCCESSFUL RESOLUTION: 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.
• SAFETY & SECURITY: Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

Qualifications

• 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 Utqiaġvik (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.

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 goals.
• Directs more complex problems to senior team.

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.

About Us

GCI has worked for more than 40 years to deliver communication and technology services to some of the most remote communities and in some of the most challenging conditions in North America. GCI is a pioneer in its field, bringing telemedicine and online education capabilities to communities across the state and continuing efforts to connect the Arctic globally as well as providing strong services to consumer and business markets.

EEO

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.