Customer Service Sales Specialist I - (Utqiagvik, AK)

GCI Communication Corp•Utqiagvik, AK

1d•Onsite

About The Position

GCI’s Customer Service Sales Specialist I supports and promotes GCI products and solutions, bringing technology to customers and helping turn them into lifelong fans. The role provides high-quality service while proactively acquiring, upselling, cross-selling, and retaining customers across applicable product lines. This is an entry-level sales position that works under close supervision, performs routine assignments with detailed instructions, and develops proficiency in product lines, devices, accessories, and sales goals. The position resolves basic and less-sensitive customer service and account-maintenance issues, meets sales goals, and refers more complex problems to senior team members. The position is based in a standard retail store setting and involves extensive use of telephones, computer terminals, and standard office equipment. Work may be intense and stressful due to high volumes of customer interactions, including emotionally charged situations, and is performed with a diverse team and customer base. Scheduling may rotate and may include overtime, on-call work, evenings, weekends, holidays, and additional time before or after core shift hours. Employees may also work at other GCI retail locations as needed and may be contacted outside core business hours for emergencies because GCI provides critical services in a 24/7 environment.

Requirements

High school diploma or equivalent; for Alaska Arctic Region applicants, a high school diploma or GED equivalent must be obtained within one year of employment.
At least six months of general work experience; relevant education and/or work experience may substitute toward the required total on a year-for-year basis.
Ability to understand, comprehend, and resolve basic issues and to recognize procedural deviations and confirm next steps with senior staff.
Excellent command of English and the ability to listen effectively and communicate information about products and procedures verbally.
Ability to accurately record information received verbally in written and electronic formats.
Knowledge of telecommunications products, services, and customer service activities.
Technical ability to use internet, cell phones, or equivalent technology-based applications and to provision and troubleshoot.
Basic math and accounting skills, including the ability to process, reconcile, and electronically track cash transactions accurately and prepare deposit slip information.
Proficiency using a keyboard and 10-key calculator.
Proficient computer skills and knowledge of Microsoft Office applications, including Outlook, Teams, Word, Excel, and Access, to retrieve and enter information in databases or equivalent systems.
Ability to prioritize and handle multiple tasks, make independent decisions, and solve or escalate problems appropriately.
Ability to work effectively with others under stressful, time-restricted conditions while demonstrating patience and tolerance.
Ability to communicate information and ideas effectively, make sound judgments and decisions, and perform duties safely and effectively.
Ability to meet a rotating flexible work schedule that may include overtime, on-call work, evenings, weekends, holidays, and additional hours; ability to work at other GCI retail locations when necessary.
Reliable attendance and a neat, clean, professional appearance.
Reliable transportation may be required for occasional travel between retail stores, offices, worksites, or other locations.

Nice To Haves

Previous experience in customer service and sales.
Telecommunications experience.
Other telecommunications-industry or job-specific certifications.
For applicants in the Alaska Arctic Region, a high school diploma or equivalent and previous work experience are preferred; the diploma or GED must be obtained within one year of employment if not already held.
Speaking more than one language is encouraged.

Responsibilities

Help customers select appropriate plans and products by using knowledge of current products and competitive pricing and providing professional, high-quality service.
Meet and exceed performance and sales goals and metrics.
Identify opportunities to upsell additional products and services to new and existing customers.
Respond to customer inquiries and complaints about products and services, resolving issues in a timely and professional manner or escalating them when appropriate.
Consult with customers to determine their needs and provide options and solutions.
Communicate effectively with customers and service personnel in other departments.
Remain knowledgeable about GCI products, accessories, service plans, promotions, features, and taxable billing; attend ongoing product and service training.
Maintain knowledge of competitor offers and provide management with feedback about competitor pricing and offers.
Cross-train with other subgroups to strengthen network and computer-related technical skills.
Stay current with data and entertainment technology and devices.
Follow GCI policies, procedures, internal controls, safety and security requirements, and rules for protecting confidential and customer account information.
Accurately process, reconcile, and electronically track cash transactions and prepare deposit slip information.
Use independent judgment to prioritize and handle multiple tasks, solve routine problems, and refer complex problems to senior team members.
Provide reliable attendance and work professionally and collaboratively with peers and customers.
Provide emergency after-hours contact numbers, including home and cell phone numbers if available, when requested.