Customer Service Sales Specialist I - (Dillingham, AK)

GCI Communication Corp•Dillingham, AK

1d•Onsite

About The Position

GCI's Customer Service Sales Specialist I will support GCI’s products and solutions, turning customers into life-long fans. This role involves bringing world-class technology to customers daily, impacting their lives, work, and play. The specialist will provide high-quality service and promote GCI’s value by proactively acquiring, upselling, cross-selling, and retaining customers across applicable product lines. This is an entry-level sales role that requires the ability to understand, comprehend, and resolve basic issues. The specialist will work under close supervision, supporting peers and management, and will develop proficiency and understanding of product lines, devices, accessories, and sales goals. They will be able to recognize deviations from procedures and confirm appropriate next steps with senior staff, performing routine work with detailed instructions. The role involves resolving simple, least sensitive issues concerning customer service/account maintenance, meeting sales goals, and directing more complex problems to the senior team.

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.
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.
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).
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.
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.
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.