GCI’s Customer Service Sales Operations Assistant Manager will the voice of our company to thousands of customers and potential customers across the state of Alaska.

The Customer Service Sales Operations Assistant Manager will oversee and manage a team of customer service agents that are responsible for ensuring a quality customer experience providing prompt, courteous & accurate information to customers on all company products and services.  Manage and oversee activities and performance, tracking sales goals and setting individual sales targets.  Responsible for daily operations to ensure a professional, efficient and effective process; implement and manage successful sales initiatives; sales goals, inventory, cash balancing, and ensures a high-quality customer service is provided. Provide training, guidance and assistance to the agents; answering inquiries regarding company product lines. Help to resolve or appropriately escalate customer concerns, problems and/or complaints efficiently. Meet or exceed sales goals.

Provide real-time floor coordination and support, including queue monitoring, staffing adherence, coaching and developing technical staff in a positive manner by using high-level technical and customer support skills. Provide prompt courteous accurate information to all customers to resolve technical issues regarding the following:   Internet Services, Local Services, Cellular Wireless Phones, Cable TV and other external major customer account phone queues.

Essential Duties of the Customer Service Sales Operations Assistant Manager

This position requires to:
•Fully own the mission, goals, operations, and results of the team and/or department.  This responsibility is non-delegable.
•Provide strong leadership to senior management team/s and direct reports.  This includes generating enthusiasm and shared commitment; identifying and setting new directions; teaching, growing, and empowering; owning outcomes; and leading by example.  This responsibility is non-delegable.  Specific leadership duties include:
•Promoting the vision and tone for the department, consistent with company culture and mission;
•Providing clear goals and performance expectations.
•Hiring individuals who can accomplish those goals and meet those expectations, and providing them the open communications, training, tools, and mentoring they need to be successful and develop professionally, and a development path commensurate with capabilities and potential.
•Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees.  These processes include annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination.

Customer Focus, Sales and Technical Support:
•Responsible for completing outbound follow up calls as required.
•Provide technical support or customer education inquires verbally or in writing of company’s service product(s) in a professional and efficient manner. 
•Verify the following are processed daily:◦All e-mail boxes are processed for state wide refunds,
◦Credits boxes and customer call backs
◦State wide package are updated accurate for the customer services agents.

•Experience in a technical call center environment with inbound and outbound calls highly desired. 

Team Management:

•Oversee and manage a team of agents in an accurate and professional manner ensuring real-time floor coordination in leadership, mentoring, customer service and technical skills by supporting and promoting the company’s campaigns/sales promotions

•Establish an atmosphere of customer and employee engagement through coaching, observation adherence and mentoring with a minimum of 50% time on the sales floor to ensure that customers are greeted as soon as they enter the store and treated in a friendly, courteous, and professional manner.

•Responsible to coach, develop, motivate and engage the sales force through training, product knowledge and confidence to close the sale.

•Accountable for developing an inviting atmosphere where displays are current to plan-a-gram, facilities are in good repair, clean, and supporting the company’s expectations.

•Responsible for hiring sales focused employees, leading, developing and managing the performance by those reporting to this position; establishes and communicates clear performance expectations, makes recommendations for salary increases.  Provide timely annual performance reviews to all direct reports and ensure that all employees within the department receive annual performance reviews on time. Responsible for team results and recommends and /or approves promotions, demotions, transfers or disciplinary actions up to and including termination. Maintains union free workforce through effective communication and regular feedback to employees regarding their performance against expectations and use of effective performance recognition of groups involved.

Technical Management:

•Ability to troubleshoot billing issues and/or technical issues.

•Take appropriate action on accounts; complete all systems maintenance and paperwork thoroughly, completely and accurately.

•Provide reporting detail of overall daily sales, achievements and opportunities.

Customer Success

•Assist internal and external customers in an accurate and professional manner to provide sales support and product information to customers.

•Handle, escalated issues with successful resolutions in a coaching and skill developing manner when working with team members and customers.

•Assist with multiple internal departments to maintain a quality customer interaction.

•Coordinate closely with the Manager ensuring customer service and technical standards are met or exceeded.  

Sales Performance

•Responsible to maintain current knowledge of company products and services, pricing and promotions.

•Ensure staff is proficiently trained to sell all products and are meeting sales goals established by the department; Hold individual team members accountable to attain sales goals. 

•Demonstrate patience and maintain a positive relationship with customers and team agents to close sales and achieve target sales goals.

•Maintain team morale motivation to meet or exceed established individual and team sales goals

Knowledge, Skills and Abilities:

•Leadership: Proven ability to lead a team to high levels of performance while maintaining morale and personal growth for employees in a union free environment. Ability to function as a positive mentor and coach and instill a positive growth environment supporting the department goals.

•Analytical skills: Demonstrated ability to analyze complex challenging problems and situations leading to optimal solutions. To include department and company policies, procedures and sales data.

•Organizational/Time Management skills: Ability to schedule personnel and tasks to maximize productivity and meet priority deadlines and staff scheduling. Ability to effectively document procedures and technical processes.

•Communications skills: Excellent verbal and written communication required. Must be able to articulate information accurately to internal and external customers.

•People skills: Demonstrated ability to manage performance through motivation and counseling of different work styles and levels throughout the company. Ability to manage challenging employee or customer issues ensuring positive results.

•Supervisory skills: Ability to work with and follow HR guidelines during hire and discipline processes as needed; mentor and tutor growth opportunities available within the department/company and promote company goals and directives within the team. Ability to maintain confidential, company and customer information, protect company assets, per company policies and procedures.

•Demonstrated working knowledge of telecommunications industry, products, services and customer service activities (face to face and/or phone to phone); promote sales, retain customers, and ensure customer satisfaction

•Computer skills: proficient with MS Word, Excel, Internet, use of company customer database or equivalents with accurate data entry.

•Ability to multi task in a faced paced sales environment with positive results high desired.

•Demonstrated understanding of cash management.

•Knowledgeable of telecommunications technical skills regarding equipment provisioning procedures and troubleshooting skills, communicating effectively when handling customer inquiries/complaints or when communicating with service staff. Demonstrated skills in applications, operating systems, and hardware to include: security, networking, Internet, and Telephony applications.

•Adherence to company policies and procedures code of business conduct and ethics polices and department guidelines. And be able to maintain confidential, proprietary and customer account information.

Minimum Qualifications:
•Minimum three years’ experience in customer service environment required. Must be knowledgeable and competent in; internet, cable, wireless, LAN/WAN networking, telecommunications, data communications or telephony topology systems. At least one year in a lead role required.

•High school diploma or equivalent required. Associate degree in Business Management, Marketing, Computer Science or related field required.  Or, in addition to minimum experience 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.

•Certifications: Industry specific certifications are highly valued and can contribute toward education.

Physical Requirements: Ability to perform sedentary 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 (25) 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 period’s simultaneously using telephone and computer terminal or their equivalents.  Must be able and willing to work flexible work schedule including, but not limited to, overtime, on-call, weekends, holidays, evenings, and/or additional time before or after normal shift hours. Ability to work with customers on retail floor at product displays to assist customers with selections. This action may require long periods of standing.

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 requested 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. The ability to travel between stores may be required.

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.