Customer Solutions Specialist

GTA • Tamuning, GU

2d • Onsite

About The Position

We are the Customer Experience team who collectively strives to Provide a memorable customer experience and remain the most loved brand in Guam through courtesy, respect, and empathy for others. Work cohesively and respectfully with others through accountability and winning together. Collaborates with the store team at large to create a seamless customer experience. Produce accurate and reliable results in our work. Create winning outcomes for our customers. Stay positive, motivated and encourage each other to be better. We want our customers to love the products, services, and overall customer experience that GTA provides. As a Customer Solutions Specialist, you are the brand ambassador who creates energy and excitement around our products and services and will exercise first-contact resolution through the journey of a large segment of customers from the time of entry to exit, providing the ultimate in-store experience. You will be part sales expert, part customer service guru, and 100% passionate for GTA and its customers. As a Customer Solutions Specialist, you will assist customers with service activations, upgrades, billing inquiries, and account support while recommending the right products and promotions to meet their needs. You will guide customers through device features and service options, process transactions accurately, and resolve concerns with confidence and professionalism. Every interaction is an opportunity to deliver a seamless, positive experience while contributing to store performance and team success.

Requirements

• Ability to promote the Company culture and mission to all employees, vendors, clients, and business partners
• Technical skills – Working knowledge of computer systems/software and computerized billing
• Effective communication skills
• Oral presentation skills – Comfortable with delivering briefings and reports to colleagues, conduct training sessions, and any other tasks related to speaking in front of an audience
• Strong organization skills with an ability to prioritize and plan work activities, uses time efficiently, organizes or schedules other people and their tasks, and be able to work in a fast-paced environment; must be detail-oriented and accurate in work
• Attendance/Punctuality – Consistently at work and on time for scheduled shift and department or customer scheduled meetings; ensures work responsibilities are covered when absent.
• Decision-making – Makes sound, well-informed, fact-based decisions and seeks guidance when needed.
• High School Diploma or GED
• Two or more years of experience in sales, retail or customer service, preferably in a Telecommunication environment or related industry
• Exceptional consulting, relationship-building skills, and outstanding solutions-based sales skills
• Represent the company with outstanding customer service and support
• Ability to multi-task in a high-paced environment; keep up-to-date with the rapidly evolving telecom technology
• Excellent interpersonal, verbal (active listening) and written communication skills
• Attention to detail; problem-solving skills and common sense; must exude professionalism
• Attends both formal and informal training to better understand the store operations and keep up with market and industry trend changes
• Strong computer proficiency (MS Office: Word, Outlook, Excel) and other computer systems as needed to perform the role as expected
• Regular, consistent and punctual attendance
• Must be able to work a flexible schedule including evenings, weekends and holidays

Responsibilities

• Deliver a welcoming, customer-focused in-store experience by identifying needs and recommending personalized products, services, accessories, and IoT solutions.
• Confidently guide customers through the sales process, educate them on promotions and features, and meet or exceed sales and customer satisfaction goals.
• Provide Level I device support, including basic troubleshooting for cellular devices and network-related issues.
• Process transactions accurately, including payments, cash handling, stock control, and daily balancing procedures.
• Maintain strong knowledge of all products, services, and promotions in a fast-evolving industry.
• Follow company protocols to ensure a consistent, positive, and energetic customer experience.
• Support store operations, including opening and closing procedures, maintaining an organized work environment, and utilizing required systems and technology.
• Build strong cross-functional relationships and communicate with empathy and professionalism to resolve customer questions and concerns.
• Conduct customer follow-ups and provide operational feedback to the Retail Store Manager to continuously improve performance.
• Perform other duties as assigned to support store and business needs.

Benefits

• GTA Val-You’s: Our Customers Matter. Build Trust Through Respect. Be Accountable. Learning is Growth. Lead with Care. Win Together. Be a Game Changer.

What This Job Offers

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