Customer Service Sales Specialist III - (Dillingham, AK)

GCI Communication Corp • Dillingham, AK

1d • Onsite

About The Position

GCI's Customer Service Sales Specialist III will support GCI’s products and solutions, turning customers into life-long fans. You will bring world-class technology to customers every day and impact the way they live, work, and play. 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 intermediate level position working under minimal supervision and has a proficient understanding of product line, sales, and customer interaction. Ability to recognize deviation from procedures and confirm with senior team and/or management appropriate resolution next steps. Performs higher level work with minimal instructions on assignments and escalated customer issues. Assist with escalated customer issues and ability to problem solve up to an escalating to appropriate department for resolution. Has technical information regarding equipment installation procedures and troubleshooting skills; communicates effectively when handling customer inquiries/complaints or with service staff. Participates with mentoring junior specialists and supports senior staff. Meets sales goals.

Requirements

• High School diploma or equivalent.
• Minimum of three (3) years of customer service and sales experience, to include the ability to support and sell products, devices, and accessories.
• Excellent command of the English language required.
• 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 recognize deviation from procedures and confirm with senior team and/or management appropriate resolution next steps.
• Has technical information regarding equipment installation procedures and troubleshooting skills; communicates effectively when handling customer inquiries/complaints or with service staff.
• 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

• One (1) year Telecommunications experience.
• Other telecom industry or job specific certifications.
• Multi-language speakers encouraged.
• 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.

Responsibilities

• 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.
• Assist with escalated customer issues and ability to problem solve up to an escalating to appropriate department for resolution.
• Participates with mentoring junior specialists and supports senior staff.

Benefits

• GCI fosters an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated.
• We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED