Purpose of the Position: With your support and our Company’s products and solutions, turning 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 company’s value by proactively acquiring, up selling, cross selling and retaining customers across applicable product lines. 

 

Position’s Customer(s): Internal and external customers. Primary customer is “the public” who are considering purchasing or who have purchased and using company products and services who are considering upgrading/expanding those products and services.

 

Essential Duties of Position for all Levels:

 

75% 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

 

24% 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 regarding latest data/entertainment technology and devices, such as Wi-Fi, data services, TV entertainment devices a must.

 

Job Qualifications for all Levels:

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.

 

Level Definition:

Position Title:                      Specialist I, Customer Service Sales     

Grade:                                    A03

Additional Job Requirements: 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.

 

Years of experience required to meet 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.

 

Level of education required to meet minimum qualifications: High School diploma or equivalent required.  One year of higher education preferred.

 

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

Preferred: Microsoft or other IT related certification

Reporting Relationships:

Position reports to: Assigned department Manager/ Assistant Manager

Number of Direct Reports (if applicable): N/A

 

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 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.

 

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.

Customer Experience Specialist Job Family

Addendums

 

Retail Stores:

 

Focus: You will be the face of our company to thousands of customers and potential customers across the state of Alaska.

 

Scope of Position: As the face of the company’s retail sales team, you will drive our in-store sales with your enthusiasm about the latest innovative technology and your top-notch customer service; listening to customer needs and finding just the right solution to meet their needs.

 

System & Store Maintenance:

·         Maintain a clean and organized work stations, retail store lobby, and equipment room.

·         Daily review of product displays to assure they are in working condition, appropriate phones/accessories are displayed, and are clean.

·         Participate in ordering on-hand stock levels and supplies as necessary.

·         Responsible for daily transactions, reconciliation and assurance that negotiable item is secure.

·         Take appropriate action on accounts; completing system maintenance and paperwork accurately and thoroughly; accurate and timely handling of retail administrative tasks of sales including: accurate pricing, completion of customer contracts, data entry in systems, following inventory processes, troubleshooting, entering orders and data correctly

 

Working Conditions:  Ability to work with customers on retail floor at product displays to assist customers with selections. This action may require long periods of standing.

 

Contact Center:

 

Focus: You will be the voice of our company to thousands of customers and potential customers across the state of Alaska.

 

Scope of Position: 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. 

 

 

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.    

 

Skills:

·         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.

 

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 ault programming product line.

 

Addendum for Hire: Verbiage for Recruitment Advertisement:

 

With a highly competitive pay plan and commission structure, you will have the opportunity to expand your knowledge and your career path, make great money and have fun in the process! Our goal is to have you realize your full potential and develop a long-term career with GCI.

 

Anchoring on our rich GCI culture that sets us apart from most other companies. Our culture is one-of-a-kind, with a laser focus on giving our employees competitive pay and career growth opportunities so they can give our customers what they need. We believe every contact is an opportunity to deliver not only the right resolution, but an amazing customer experience as well.

 

 

You Have

• A high school diploma (or GED equivalent).
• Great typing skills (at least 30 words per minute required).
• The essential capability to regularly work a fixed schedule of 40 hours per week on a consistent basis.
• Open availability between the hours of __AM to __PM 7 Days a week.
• Experience providing fantastic customer service, face to face or on the phone.
• Amazing phone presence (people can literally hear you smiling).
• An understanding of basic computer and home networking terminology (operating systems, browsers, routers, modems, etc.).
• The ability to show up to work on time and work your scheduled shift.

You Will

• Provide exceptional customer service in a non-scripted world.
• Perform basic-level technical troubleshooting, billing and general question assistance.
• Give and receive performance feedback with your teammates and manager regularly.
• Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude.

You Love

• A fast-paced and high performing work environment (our work can be Stressful, but YOU thrive on it)!
• Having conversations with people you don’t know.
• Learning new things and finding creative ways to solve problems.

                                                        

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.