Specialist I, Customer Service Sales

GCIs Customer

Service Sales Specialist will be the voice of our company to thousands of customers

and potential customers across the state of Alaska.This role will be part of the initial contact

team for customers interested in our products and will be responsible for

assisting customers on line, over the phone, and chat to inform them of the

companys products. Assist customers who may be

experiencing technical difficulties by providing initial troubleshooting,

resolution, referral or escalation for each customer by using diagnostic

tests and other procedures to analyze and solve technical issues with their

Internet, Cable TV, Cellular Wireless Phones, and Local Service. Essential Duties of the Customer Services Sales Specialist: 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

Recommend

the appropriate products and services

Training:

Remain

current and knowledgeable of all company products including accessories,

service plans, promotions, features and taxable billing.

Attend

on-going training on Company products, services and applications

Maintain

knowledge of competitors offers and provide feedback to management about the

newest competitor pricing and offers.

Cross-train

within other sub-groups to strengthen network, telephony, and computer related

technical skills.

Remain current regrding

latest data/entertainment technology and devices, such as Wi-Fi, data services,

TV entertainment devices a must.

Customer Focus, Sales and Technical Support:

This position will

receive inbound calls, manage service issues from customers and escalate

any issues appropriately in a professional manager.

Perform

basic account maintenance and activities. - complete systems maintenance and

paperwork,

Take

appropriate action on accounts - complete all systems maintenance and paperwork

thoroughly, completely and accurately.

Responsible

for completing outbound follow up calls as assigned.

Provide

technical support or customer education inquires verbally or in writing of

companys service product(s) in a professional and efficient manner.

Knowledge, Skills and Abilities:

Knowledge of

telecommunications industry, products, services and customer service

activities. Promote sales, retain customers and ensure customer satisfaction.

Communication Skills:

demonstrated ability to listen effectively and verbally communicate information

regarding numerous products and procedures provided by the company 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 Company

policies 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 Company Code of Business Conduct and Ethics. Must be able to Adhere

to company confidentiality,

proprietary and customer account information.

Professional

and respectful phone etiquette skills as well as a positive, professional

attitude in the workplace.

Must

reach and sustain pre-defined call handling goals on a weekly/monthly

basis.

Excellent

verbal, written, and telephone communication skills and the ability to explain

technical activities to customers.

Average

6 calls per hour

Assist

with customer Chats and e-mail.

Respond

in written format to customer e-mail requests

Demonstrated

skill in understanding Internet, LAN/WAN, or telephony technologies.

This is an entry level position under direct

supervision, developing proficiency and

understanding of the companys product line, sales promotions, sales goals and

pricing. 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

months of experience in a customer service or sales environment

required; college courses in computer technology or the Telecom industry may

substitute for the experience. Knowledgeable of telecommunication

industry and/or company product lines highly valuable.

High

School diploma or equivalent required.

One year of higher education preferred.

Certifications: Industry specific certifications are highly

valued and can contribute toward education. Microsoft or other IT related

certification preferred.

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 equivalents. Position requires working a rotating flexible scheduled work

schedule up to and including; overtime, on-call, and/or additional time on

weekends, holiday, evenings, and/or additional time before or after normal

shift hours and at other company retail locations. A neat, clean, professional appearance; must be

consistent, reliable attendance by showing up for work as scheduled with a

positive enthusiastic attitude required.work

schedule and Working Conditions:

Working in a cubical environment at a desk with a computer and phone;

sedentary position, sitting for extended periods of time. Need to continuously

wear a headset for customer calls; continuous typing and use of a mouse;

subject to upset customers and/or vendors. Work can be intense and stressful

due to time/resource limitations when scheduling multiple tasks with inflexible

deadlines. Call Center environment Workstation sharing between shifts

Flexible work schedules to include weekend and holiday work hours. Must be 18

years of age or older due to adult programming product line.The company 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 normal 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

drivers license, proof of insurance and a satisfactory driving record. Occasional use of personal vehicle may be

required to travel to other company 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.Dj 11.2019GCI's Customer

Service Sales Specialist will be the voice of our company to thousands of customers

and potential customers across the state of Alaska.This role will be part of the initial contact

team for customers interested in our products and will be responsible for

assisting customers on line, over the phone, and chat to inform them of the

company's products. Assist customers who may be

experiencing technical difficulties by providing initial troubleshooting,

resolution, referral or escalation for each customer by using diagnostic

tests and other procedures to analyze and solve technical issues with their

Internet, Cable TV, Cellular Wireless Phones, and Local Service. Essential Duties of the Customer Services Sales Specialist: 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

Recommend

the appropriate products and services

Training:

Remain

current and knowledgeable of all company products including accessories,

service plans, promotions, features and taxable billing.

Attend

on-going training on Company 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, telephony, and computer related

technical skills.

Remain current regrding

latest data/entertainment technology and devices, such as Wi-Fi, data services,

TV entertainment devices a must.

Customer Focus, Sales and Technical Support:

This position will

receive inbound calls, manage service issues from customers and escalate

any issues appropriately in a professional manager.

Perform

basic account maintenance and activities. - complete systems maintenance and

paperwork,

Take

appropriate action on accounts - complete all systems maintenance and paperwork

thoroughly, completely and accurately.

Responsible

for completing outbound follow up calls as assigned.

Provide

technical support or customer education inquires verbally or in writing of

company's service product(s) in a professional and efficient manner.

Knowledge, Skills and Abilities:

Knowledge of

telecommunications industry, products, services and customer service

activities. Promote sales, retain customers and ensure customer satisfaction.

Communication Skills:

demonstrated ability to listen effectively and verbally communicate information

regarding numerous products and procedures provided by the company 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 Company

policies 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 Company Code of Business Conduct and Ethics. Must be able to Adhere

to company confidentiality,

proprietary and customer account information.

Professional

and respectful phone etiquette skills as well as a positive, professional

attitude in the workplace.

Must

reach and sustain pre-defined call handling goals on a weekly/monthly

basis.

Excellent

verbal, written, and telephone communication skills and the ability to explain

technical activities to customers.

Average

6 calls per hour

Assist

with customer Chats and e-mail.

Respond

in written format to customer e-mail requests

Demonstrated

skill in understanding Internet, LAN/WAN, or telephony technologies.

This is an entry level position under direct

supervision, developing proficiency and

understanding of the company's product line, sales promotions, sales goals and

pricing. 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

months of experience in a customer service or sales environment

required; college courses in computer technology or the Telecom industry may

substitute for the experience. Knowledgeable of telecommunication

industry and/or company product lines highly valuable.

High

School diploma or equivalent required.

One year of higher education preferred.

Certifications: Industry specific certifications are highly

valued and can contribute toward education. Microsoft or other IT related

certification preferred.

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 equivalents. Position requires working a rotating flexible scheduled work

schedule up to and including; overtime, on-call, and/or additional time on

weekends, holiday, evenings, and/or additional time before or after normal

shift hours and at other company retail locations. A neat, clean, professional appearance; must be

consistent, reliable attendance by showing up for work as scheduled with a

positive enthusiastic attitude required.work

schedule and Working Conditions:

Working in a cubical environment at a desk with a computer and phone;

sedentary position, sitting for extended periods of time. Need to continuously

wear a headset for customer calls; continuous typing and use of a mouse;

subject to upset customers and/or vendors. Work can be intense and stressful

due to time/resource limitations when scheduling multiple tasks with inflexible

deadlines. Call Center environment Workstation sharing between shifts

Flexible work schedules to include weekend and holiday work hours. Must be 18

years of age or older due to adult programming product line.The company 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 normal 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 company 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.Dj 11.2019