Customer Service Sales Specialist I - (Kotzebue, AK)

GCI Communication Corp•Kotzebue, AK

6d•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. This role involves bringing world-class technology to customers daily, impacting how they live, 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 requiring the ability to understand, comprehend, and resolve basic issues. Works under close supervision and supports peers and management. The role will develop proficiency and understanding of product lines, devices, accessories, and sales goals. Ability to recognize deviation 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. Meets sales goals. Directs more complex problems to 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 required.
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.
Ability to accurately communicate information and ideas to others effectively.
Ability to make valid judgments and decisions.
A neat, clean, professional appearance required; must have consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude required.

Nice To Haves

Previous experience in customer service and sales.
Telecommunications experience.
Other telecom industry or job specific certifications.
Multi-language speakers encouraged.
Must successfully obtain a High School diploma or GED equivalent within one (1) year of employment.
Previous work experience preferred.

Responsibilities

Provide high quality service and promote GCI’s value by proactively acquiring, up selling, cross selling, and retaining customers across applicable product lines.
Utilize exceptional customer service and sales skills to help customers select the best plan and product that will suit their needs.
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 your peers and our customers.
Respond to all customer service inquiries about our 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.
Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
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.
Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
Must be able to 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.
Conveys thoughts and expresses ideas appropriately and professionally.
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.
Follows internal controls; protects confidential information; abides 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, as provided and recommended.
Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
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.
Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
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.
Resolve simple, least sensitive issues concerning customer service/account maintenance.
Meet sales goals.
Direct more complex problems to senior team.