Customer Service Operations Specialist

GCI Communication Corp • Anchorage, AK

88d • Remote

About The Position

GCI's Customer Service Operations Specialist will support customer service excellence by providing customer support and operations assistance through various channels, including inbound, outbound, and digital channels, email, chat, voice, social media, online, and text. Collaborate effectively to resolve external partner and customer escalations, clarifying issues, researching and exploring solutions, initiating work requests, identifying areas for improvement and simplification, identifying knowledge gaps, and escalating unresolved problems to management. This role requires the ability to travel internationally, sometimes on short notice, to support partner teams and conduct on-site training and knowledge assessments.

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.
• Minimum of four (4) years of experience in customer service/customer support within a telecommunication, call center, or similar environment.
• Possess and maintain a valid passport with the ability to travel to and from the United States.

Nice To Haves

• Associate or Bachelor's degree in business administration, business management, or related field.
• At least one (1) year of telecommunication industry experience.
• Knowledge of GCI billing and phone systems.
• Relevant telecom industry or job specific certifications.

Responsibilities

• Proactively follow-up, resolve, document, and track issues including partner escalations, customer feedback, and system complications.
• Interact directly with customers as a member of the social media team regarding service, products, questions, comments, sales, and reinforcement of the GCI brand.
• Implement, track, and engage with customers in support of product marketing and consumer operations strategic initiatives.
• Ensure standard operating procedures (SOPs) and quality standards are documented, updated, and accurately presented in the knowledge base.
• Fulfill requests, research, and resolve issues related to GCI loyalty programs, promotions, special offers, order entry, sales incentives, billing, and other operational duties.
• Participate in the creation of consumer operations process design and documentation, customer journey mapping, and business operations team (BOT) initiatives.
• Serve as an escalation path for the Business Process Outsource (BPO).
• Ensure sales goals are being met and collaborate with the BPO to identify reasons for any shortfalls.
• Provide support, guidance, coaching, and assist with training call center representatives.
• Engage with GCI University to ensure training aligns with external partner and GCI management expectations.
• Perform ongoing monitoring and calibration of customer interactions and sales performance.
• Audit and report on compliance related items that fall under customer service.
• Provide reporting on post-transaction surveys for various departments.
• Perform audits on agent performance and compliance.
• Assist with agent interviews to assess product and services knowledge.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Heavy and Civil Engineering Construction
• Education Level: High school or GED