Customer Service Sales Specialist I - (Homer, AK)

GCI Communication Corp•Dutch Harbor, AK

1d•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, performing routine work with detailed instructions and resolving simple customer service/account maintenance issues while meeting sales goals and directing more complex problems to senior team members.

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
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
Consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude
May require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed

Nice To Haves

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

Responsibilities

Support GCI’s products and solutions
Turn customers into life-long fans
Bring world-class technology to customers every day
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
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
Convey thoughts and express ideas appropriately and professionally
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
Understand, comprehend, and resolve basic issues
Support peers and management
Develop proficiency and understanding of product lines, devices, accessories, and sales goals
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