Assistant Mgr, Customer Service Sales Operations (Dimond Mall)

GCI Careers • Anchorage, AK

118d

About The Position

GCI's Assistant Mgr, Customer Service Sales Operations will act as the face of the company to thousands of customers and potential customers across the state of Alaska. Manage and lead customer service sales teams to deliver superior customer experience and meet or exceed sales goals. Foster a customer-centered culture and ensure real-time floor coordination and observation by prioritizing being present and available on the sales floor interacting with customers and employees. Accountable for team results, ensuring employees deliver prompt and professional assistance, and provide accurate information on company products, promotions, and services.

Requirements

• 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.
• Associate degree in business management, marketing, communications, or related field.
• Minimum of three (3) years of experience in a customer service environment.
• Minimum of one (1) year in a supervisory or management position; may be substituted with equivalent demonstrated functional leadership experience.

Nice To Haves

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

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.
• Establish the vision and tone for the department, consistent with company culture and mission.
• Establish clear, measurable, and achievable goals and performance expectations and follow up appropriately.
• Hire individuals who can accomplish those goals and meet those expectations; provide them the open communication, training, tools, and mentoring needed to be successful and develop professionally.
• Provide clear and accurate feedback to individuals and teams on a timely and consistent basis.
• Identify and address performance problems early and effectively before they damage GCI’s interests and demoralize other employees.
• Effectively manage processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.
• Oversee daily store operations, be visible and available to the team, maintain effective communication and morale, resolve escalated issues, and ensure efficient and successful processes.
• Foster a professional environment that promotes customer and employee engagement by actively participating on the sales floor.
• Ensure customers are greeted upon entering the store, providing a friendly and courteous experience.
• Ensure customers are assisted in a professional manner and are provided with accurate sales support and product information.
• Maintain an inviting store atmosphere by ensuring displays are current to planogram, inventory levels are appropriately managed, and facilities are safe, in good repair, clean, and meet company expectations.
• Directly interact with customers, address their needs, and build positive relationships.
• Handle escalated customer concerns, problems, and complaints to successful resolution or escalate to appropriate member of management if needed.
• Support employees in a coaching and skill developing manner when working with customer issues.
• Collaborate with various internal departments to ensure high-quality customer interactions and provide solutions and suggestions for product and/or service improvements.
• Take appropriate action on accounts, complete all systems maintenance and paperwork thoroughly and accurately.
• Effectively troubleshoot billing and technical issues, provide solutions and suggestions for improvements, escalate as needed.
• Maintain current knowledge of company products and services, pricing, and promotions.
• Promote company campaigns and sales, answer inquiries regarding company product lines and promotions.
• Train, develop, motivate, and inspire the team, ensuring they possess current and accurate product, systems, and promotional knowledge.
• Maintain team morale and motivate teams to attain or exceed established individual and team sales goals.
• Hold individual team members accountable to meeting sales goals.
• Demonstrate patience and maintain a positive relationship with customers and team to close sales and achieve target sales goals.
• Manage activities and performance, track sales goals, and set individual sales targets.
• Implement and manage successful sales initiatives, sales results, inventory, cash balancing, and high-quality customer service.
• Ensure product marketing materials are accurate and available.
• Evaluate on-hand stock levels daily and order supplies as necessary.
• Provide reporting details of overall daily sales, achievements, and opportunities.
• Ensure security of store and merchandise, including audits of inventory, safe, and tills.
• Ensure transaction reconciliation is completed daily and negotiable items are secure.
• Conduct regular and as needed product inventory audits and reporting.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees