Customer Service Sales Specialist I - (Kodiak, AK)

About the role

GCI's Customer Service Sales Specialist I supports our company's products and solutions, turning customers into lifelong fans. You'll bring our cutting-edge technology to customers every day and enhance their lives, work, and play.

Responsibilities

• Provide high-quality service and promote GCI's value by proactively acquiring, upselling, cross-selling, and retaining customers across various product lines.
• Utilize extensive knowledge of the latest products and competitive pricing plans to help customers choose the best plan and product that suits their needs.
• Build trust and educate customers during interactions, offering a variety of options and solutions.
• Assist customers in a professional manner, creating a first-class customer service experience.
• Meet and exceed performance and sales goals/metrics, identifying and acting upon opportunities to upsell additional products and services.
• Handle all customer service issues promptly and professionally, maintaining positive relationships with both peers and customers.
• Communicate effectively with customers and service personnel, listening actively and accurately logging verbal information.
• Consult with customers to determine their needs and remain current with GCI products, services, and applications.
• Attend ongoing training to strengthen network and computer-related technical skills and cross-train within other sub-groups.
• Stay updated on the latest data/entertainment technology and devices.

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, or other telecom industry or job-specific certifications.
• Alaska Arctic Region residents may have a preference for a High School diploma or equivalent.

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.
• COMPLIANCE: Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics. Adheres to GCI policies, compliance, and procedures regarding proprietary and customer account information, customer service, product lines/campaigns/promotions, 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.

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 deviations 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.
• Mets 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.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• 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.

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

• 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.

Working Conditions

• Work in a standard retail store setting and operate standard office equipment.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• 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

Headquartered in Alaska with additional locations throughout the U.S., 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. GCI’s introduction of 1 GIG internet speeds in the state as well as its innovative partnership with Apple are among the countless ways the company has transformed communication and quality of life for Alaskans.

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.