Specialist I, Customer Service Sales

Job Description
*New hires are eligible for a $1,500 SIGNING BONUS*
This position is located in our Dutch Harbor, Alaska retail store and is not eligible for teleworking or relocation.
We offer GUARANTEED COMMISSION for the first 90 days!
GCI's Specialist I, Customer Service Sales will, with your support and GCI's products and solutions, turn our customers into life-long fans. You will bring our 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, up selling, cross selling, and retaining customers across applicable product lines.
Essential Duties of Position for all Levels:
Customer Focus and Sales:
With your extensive knowledge of the latest products, coupled with your knowledge of the most competitive pricing plans available, you will utilize your exceptional Customer Service and sales skills to help customers select the best plan and product that will suit their needs. Each interaction allows you to build trust, educate your customers, and offer a variety of options and solutions. You will 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 in order to determine their needs.

Training:

• 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.

Job Qualifications for all Levels:
Knowledge, Skills and Abilities:

• Knowledge of telecommunications industry, products, services and Customer Service activities.
• Communication Skills: 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/or electronic format.
• Technical skills needed to provision and troubleshoot. Excellent command of the English language required. Multi-language speakers encouraged.
• Demonstrated knowledge of windows applications such as but not limited to Excel, Word, Outlook and Access database applications. Competent using technology-based applications i.e., Internet, cell phones, or equivalents.
• Ability to use a keyboard and 10-key calculator proficiently.
• Demonstrated knowledge of Basic math and accounting with ability to accurately process, reconcile, and electronically track cash transactions and prepare deposit slip information.
• Interpersonal Skills: must to 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.
• Demonstrated problem-solving skills, work well in a team-oriented environment, and provide an excellent customer experience.
• Ability to solve or escalate problems with a successful resolution.
• Ability to prioritize and handle multiple tasks with independent decision making.
• Adherence to GCI policies, compliance, and procedures regarding Customer Service, product lines/campaigns/promotion, collections, design, installation, repair, commercial accounts, associated billing systems, and databases, as provided and recommended.
• Ability to support and promote the GCI Declaration of Principles, Basic Principles and GCI Code of Business Conduct and Ethics. Must be able to adhere to GCI confidentiality, proprietary, and customer account information.

Additional Job Requirements: At an entry level sales role must have the ability to understand, comprehend, and resolve basic issues. Works under close supervision and supports peers and management. Role will develop proficiency and understanding of product lines, devices, accessories, and sales goals. Ability to recognize deviation from procedures and confirms with senior staff appropriate next steps. Performs routine work with detailed instructions on assignments. Resolves simple, least sensitive issues concerning Customer Service/account maintenance. Meets sales goals. Directs more complex problems to senior team.
Minimum qualifications:

• Minimum of six (6) months* of general work experience needed, some demonstrated proficiency in Customer Service and sales environment preferred.
• Knowledgeable of telecommunication industry and/or ability to sell products, devices and accessories highly valuable.
• *Alaska Outlying or Arctic Region these qualifications are preferred.
• High School diploma or equivalent required*.
• *Alaska Arctic Region - identified as the towns of Utqiaġvik (Barrow), Bethel, Dillingham, Kotzebue, Nome, Dutch Harbor, and similar towns in the region - High School diploma or equivalent preferred. Must successfully obtain a High School diploma or GED equivalent within one (1) year of employment.
• Certifications: Industry specific certifications are highly valued and can contribute toward education.
  • Preferred: Microsoft or other IT related certification

Because GCI is a Federal contractor subject to Executive Order 14042, GCI employees may be required in the future to be fully vaccinated* against COVID-19 as a condition of employment. If this occurs, GCI will consider requests for accommodation if an individual's medical condition, disability, or sincerely held religious belief prohibits receipt of the COVID-19 vaccine.
Physical Requirements: Ability to perform sedentary and repetitive work. Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions. Ability to lift and carry up to 20 lbs. Daily office tasks frequently involve operation of standard office equipment, (phone, fax, copier), and computer and processing of paperwork.
Working Conditions: Most activities conducted in office environment under pleasant climatic conditions. Work can be intense and stressful due to a high volume of customer interactions that are sometimes emotionally charged.
Work can involve long periods using telephone and computer terminals or the equivalent.
Position requires working a rotating flexible scheduled work schedule up to and including; overtime, on-call, and/or additional time on weekends, holidays, evenings, and/or additional time before or after normal shift hours and at other GCI retail locations.
A neat, clean, professional appearance required; must have consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude required.
The GCI and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be required to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Driving Requirements (if applicable): Must possess and maintain a valid driver's license, proof of insurance and a satisfactory driving record. Occasional use of personal vehicle may be required to travel to other GCI facilities.
EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.
Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job.