Customer Service Sales Specialist I - (Abbott Rd)

• 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; 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.
  • 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.
• 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 for customers and/or interaction with service personnel. 
  • Demonstrated ability to accurately log verbally received information in written and electronic format.
• COMPLIANCE - 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. 
• CUSTOMER FOCUS - 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.
• RESULTS - 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.
  • 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.
  • 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.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• 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.

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.
• Telecommunications experience.
• Other telecom industry or job specific certifications. 

** 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.
• Previous work experience preferred.

DRIVING REQUIREMENTS: 

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

• Work is primarily sedentary, requiring long periods using telephones, computer terminals or the equivalent.
• Work in a standard retail store setting and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• 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 and at other GCI retail locations when necessary. 
• Work can be intense and stressful due to a high volume of customer interactions that are sometimes emotionally charged.
• Work in a team environment with a diverse group of people and customers.
• A neat, clean, professional appearance required; must have consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude required.