Lifeline Representative I

GCI Careers

8h

About The Position

GCI's Lifeline Representative I will support and facilitate the FCC Lifeline program to provide communications services and products to eligible customers. Confirm customers are qualified via National Verifier and meet the requirements of the Federal Regulations. Assist and provide support regarding program qualifications, recertification, documents, requirements, rules, and regulations. Position’s Customer(s): Direct Sales, Customer Service Contact Center and Retail Store representatives, marketing and external customers and vendors

Requirements

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• Self-motivated, friendly, cooperative with a desire to meet and/or exceed expectations.
• BASIC PRINCIPLES - 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.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
• Must demonstrate ability to listen effectively and verbally communicate information regarding products, service(s) and procedures. Multi-language speakers encouraged.
• COMPLIANCE - Follows internal controls; protects company and customer confidential information; abides by GCI’s Code of Business Conduct & Ethics. Interprets and accurately applies applicable codes, regulations, policies, procedures, guidelines, etc.
• Adhere and maintain GCI confidential and proprietary and customer account information.
• CUSTOMER FOCUS - Develops positive rapport with customers. Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• Ability to complete complex tasks to successful conclusion and deadlines.
• RESULTS - Uses a combination of knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
• Knowledge of telecommunications industry, products, service(s) and customer service activities.
• Must be able to work in an often-stressful team environment, demonstrate attention to detail and ability to handle multiple tasks at once.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficiency in MS Office knowledge (e.g., Outlook, Teams, Word, Excel).
• Demonstrated computer skills and understanding of technology; must provide a high level of accuracy and proficiency in data entry and 10-key.
• 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 two (2) years of customer service experience.

Nice To Haves

• Associate degree in Business Management or relevant field.
• Telecommunications experience.
• Multi-language.
• Other telecom industry or job specific certifications.

Responsibilities

• Verifying customer eligibility through NLAD (National Verifier)
• Auditing customer information in GCI’s systems.
• Confirmation of customer’s regarding eligibility errors using the National Verifier
• USAC Eligibility Validation.
• Responsible for day-to-day processing of customer calls, emails, and internal. communication tools to establish service and apply benefit.
• Confirm submitted requests reflect all required information.
• Notify customers that do not meet program eligibility requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees