Customer Success Specialist jobs in Ketchikan, AK

GCI's Specialist I, Customer Service Sales will support 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, up selling, cross selling and retaining customers across applicable product lines. 

*NEW HIRES ARE ELIGIBLE FOR A $1,500 SIGNING BONUS*

We offer GUARANTEED COMMISSION for the first 90 days!

This position is located in our Juneau, Alaska retail store and not eligible for relocation or telework.

Essential Duties:

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.
• Remain current and knowledgeable of all GCI products including accessories, service plans, promotions, features and taxable billing.
• Attend on-going 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.

Knowledge, Skills and Abilities:

• Knowledge of telecommunications industry, products, services and customer service activities.
• Communication Skills: demonstrated ability to listen effectively and verbally communicate information regarding numerous products and procedures provided by the GCI 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 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. 
• 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 GCI policies, compliance, 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 GCI Code of Business Conduct and Ethics. Must be able to Adhere to GCI confidentiality, proprietary and customer account information.

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

Preferred: Microsoft or other IT related certification

Additional Job Requirements: At an entry level sales role must have 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 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 (6) months* of general work experience needed, some demonstrated proficiency in customer service and sales environment preferred. Knowledgeable of telecommunication industry and/or  ability to sell products, devices and accessories highly valuable. *Alaska Outlying or Arctic Region these qualifications are preferred.
•  High School diploma or equivalent required. 

Because GCI is a federal contractor subject to Executive Order 14042, GCI employees may be required in the future to be fully vaccinated* against COVID-19 as a condition of employment. If this occurs, GCI will consider requests for accommodation if an individual’s medical condition, disability, or sincerely held religious belief prohibits receipt of the COVID-19 vaccine.

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 GCI 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. The GCI 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 core 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 GCI 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 GCI to thousands of customers and potential customers across the state of Alaska.

Scope of Position: As the face of the GCI’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 workstation, 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 all payments and safes are 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.

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.