Customer Service Sales Specialist I - (Kodiak, AK)

GCI Communication Corp•Kodiak Station, AK

19h•Onsite

About The Position

GCI's Customer Service Sales Specialist I will support GCI’s products and solutions, aiming to turn customers into life-long fans by bringing world-class technology to them daily. The role involves providing high-quality service and promoting GCI’s value through proactively acquiring, upselling, cross-selling, and retaining customers across applicable product lines. This is an entry-level sales role requiring the ability to understand, comprehend, and resolve basic issues, working under close supervision and supporting peers and management. The specialist will develop proficiency and understanding of product lines, devices, accessories, and sales goals, and will perform routine work with detailed instructions, resolving simple customer service/account maintenance issues and meeting sales goals while directing more complex problems to senior team members. The company operates in a 24/7 environment providing critical services to Alaskans and may require employees to respond to public health and safety matters or other business emergencies outside of core business hours.

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 six (6) months general work experience.
Excellent command of the English language.
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.
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.
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.
Must successfully obtain a High School diploma or GED equivalent within one (1) year of employment (if not already possessed).
Reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
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.
A neat, clean, professional appearance.
Consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude.

Nice To Haves

Previous experience in customer service and sales.
Telecommunications experience.
Other telecom industry or job specific certifications.
Multi-language speakers encouraged.
Previous work experience (for Alaska Arctic Region).

Responsibilities

Utilize exceptional customer service and sales skills to help customers select the best plan and product that will suit their needs.
Build trust, educate customers, and offer a variety of options and solutions.
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 peers and customers.
Respond to all customer service inquiries about 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.
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.
Take ownership for actions, decisions, and results; openly accept feedback and demonstrate a willingness to improve.
Interact with people in a way that builds mutual trust, confidence, and respect; adhere to GCI’s Code of Conduct for Employees – the Basic Principles.
Work effectively with others to accomplish common goals and objectives; maintain positive relationships even under difficult circumstances.
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.
Convey thoughts and express ideas appropriately and professionally.
Listen effectively and verbally communicate information regarding numerous products and procedures provided by GCI for customers and/or interaction with service personnel.
Accurately log verbally received information in written and electronic format.
Follow internal controls; protect confidential information; abide 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.
Demonstrate commitment to service excellence; give high priority to customer satisfaction.
Consistently follow through on assigned tasks as expected; demonstrate timely attendance at meetings, training, and other work obligations.
Use a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
Use independent decision making to prioritize and handle multiple tasks, and to appropriately solve or escalate problems with a successful resolution.
Support a safe work environment by following all workplace safety rules and guidelines; comply with applicable Security policies and procedures.
Use 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.
Recognize deviation from procedures and confirm with senior staff appropriate next steps.
Perform routine work with detailed instructions on assignments.
Resolve simple, least sensitive issues concerning customer service/account maintenance.
Meet sales goals.
Direct more complex problems to senior team.