GCI Communication Corp
Customer Service Sales Specialist I - Juneau
GCI Communication Corp, Juneau, Alaska, us, 99812
GCI's Customer Service Sales Specialist I will, with your support and our 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, upselling, cross-selling, and retaining customers across applicable product lines.This Customer Service Sales Specialist role is eligible for a $1,500 Hiring Bonus for new hires!ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:
Customer Focus and Sales:
Extensive knowledge of the latest products, coupled with knowledge of the most competitive pricing plans available, utilize exceptional customer service and sales skills to help customers select the best plan and product that will suit their needs.Each interaction allows us to build trust, educate customers, and offer a variety of options and solutions.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.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.Training:
Remain current and knowledgeable of all GCI products including accessories, service plans, promotions, features, and taxable billing.Attend ongoing 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.COMPETENCIES:
Demonstrated commitment to GCI’s core values of diversity, equity, and inclusion (DEI) by promoting and maintaining an inclusive and equitable work environment.ACCOUNTABILITY - Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect.COLLABORATION - Works effectively with others to accomplish common goals and objectives.Must be able to work well with others under stressful, time-restricted conditions.COMMUNICATION - Conveys thoughts and expresses ideas appropriately and professionally.Excellent command of the English language required. Multi-language speakers encouraged.Demonstrated ability to listen effectively and verbally communicate information regarding numerous products and procedures provided by GCI.Demonstrated ability to accurately log verbally received information in written and electronic format.COMPLIANCE - Follows internal controls; protects confidential information.CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.RELIABILITY - Consistently follows through on assigned tasks as expected.RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.Knowledge of telecommunications industry, products, services, and customer service activities.Technical skills to use technology-based applications.Demonstrated knowledge of basic math and accounting.Ability to use a keyboard and 10-key calculator proficiently.ADDITIONAL JOB REQUIREMENTS:
This is an entry-level sales role requiring 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 confirm 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:
Required: 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 six (6) months general work experience.Preferred:
Previous experience in customer service and sales.Other telecom industry or job specific certifications.DRIVING REQUIREMENTS:
This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
Work is primarily sedentary, requiring long periods using telephones, computer terminals or the equivalent.Ability to accurately communicate information and ideas to others effectively.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 core shift hours.Work can be intense and stressful due to a high volume of customer interactions.EEO:
GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal 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, responsibilities, and qualifications required of employees assigned to this job.
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Customer Focus and Sales:
Extensive knowledge of the latest products, coupled with knowledge of the most competitive pricing plans available, utilize exceptional customer service and sales skills to help customers select the best plan and product that will suit their needs.Each interaction allows us to build trust, educate customers, and offer a variety of options and solutions.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.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.Training:
Remain current and knowledgeable of all GCI products including accessories, service plans, promotions, features, and taxable billing.Attend ongoing 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.COMPETENCIES:
Demonstrated commitment to GCI’s core values of diversity, equity, and inclusion (DEI) by promoting and maintaining an inclusive and equitable work environment.ACCOUNTABILITY - Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect.COLLABORATION - Works effectively with others to accomplish common goals and objectives.Must be able to work well with others under stressful, time-restricted conditions.COMMUNICATION - Conveys thoughts and expresses ideas appropriately and professionally.Excellent command of the English language required. Multi-language speakers encouraged.Demonstrated ability to listen effectively and verbally communicate information regarding numerous products and procedures provided by GCI.Demonstrated ability to accurately log verbally received information in written and electronic format.COMPLIANCE - Follows internal controls; protects confidential information.CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.RELIABILITY - Consistently follows through on assigned tasks as expected.RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.Knowledge of telecommunications industry, products, services, and customer service activities.Technical skills to use technology-based applications.Demonstrated knowledge of basic math and accounting.Ability to use a keyboard and 10-key calculator proficiently.ADDITIONAL JOB REQUIREMENTS:
This is an entry-level sales role requiring 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 confirm 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:
Required: 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 six (6) months general work experience.Preferred:
Previous experience in customer service and sales.Other telecom industry or job specific certifications.DRIVING REQUIREMENTS:
This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
Work is primarily sedentary, requiring long periods using telephones, computer terminals or the equivalent.Ability to accurately communicate information and ideas to others effectively.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 core shift hours.Work can be intense and stressful due to a high volume of customer interactions.EEO:
GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal 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, responsibilities, and qualifications required of employees assigned to this job.
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