GCI Communication Corp.
Assistant Mgr, Customer Service Sales Operations - (Fairbanks, AK)
GCI Communication Corp., Fairbanks, Alaska, United States, 99712
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Assistant Mgr, Customer Service Sales Operations - (Fairbanks, AK)
role at
GCI Communication Corp.
3 weeks ago Be among the first 25 applicants
Get AI-powered advice on this job and more exclusive features.
Job Description Essential Duties And Responsibilities
This leadership position requires the following non-delegable responsibilities:
Fully own the mission, goals, operations, and results of the team and areas of responsibility.
Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include:
Establishing the vision and tone for the department, consistent with company culture and mission.
Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately.
Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing 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. Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.
Job Overview GCI's Assistant Mgr, Customer Service Sales Operations
will oversee and manage a team of customer service agents responsible for ensuring a high-quality customer experience by providing prompt, courteous assistance, and accurate information on all company products and services. They will manage daily operations, track sales goals, implement sales initiatives, and ensure high standards of customer service. Responsibilities also include training and guiding agents, resolving customer issues, and meeting sales targets.
Additional Responsibilities
Manage team performance and conduct coaching, training, and development.
Troubleshoot billing and technical issues, ensure accurate reporting of sales and achievements.
Handle escalated customer concerns and coordinate with internal departments to maintain service quality.
Demonstrate commitment to company values, diversity, equity, and inclusion.
Ensure compliance with company policies and confidentiality standards.
Maintain physical and operational safety standards.
Minimum Qualifications
High School diploma or equivalent; Associate degree in relevant field preferred.
At least 3 years in a customer service environment with 1 year in a leadership role.
Knowledge of telecommunications products, services, and customer service best practices.
Preferred Qualifications
Relevant telecom industry certifications.
Physical & Work Environment
Work mainly in office/retail environment, may involve long periods of computer and phone use.
Must be able to move equipment weighing up to 25 pounds and work flexible hours including evenings, weekends, and holidays.
Must have a valid driver’s license and willingness to travel between locations.
Additional Information GCI is an equal opportunity employer. The role involves working in a 24/7 environment, with potential response to emergencies outside normal hours. Remote work policies apply for virtual workers.
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Assistant Mgr, Customer Service Sales Operations - (Fairbanks, AK)
role at
GCI Communication Corp.
3 weeks ago Be among the first 25 applicants
Get AI-powered advice on this job and more exclusive features.
Job Description Essential Duties And Responsibilities
This leadership position requires the following non-delegable responsibilities:
Fully own the mission, goals, operations, and results of the team and areas of responsibility.
Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include:
Establishing the vision and tone for the department, consistent with company culture and mission.
Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately.
Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing 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. Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.
Job Overview GCI's Assistant Mgr, Customer Service Sales Operations
will oversee and manage a team of customer service agents responsible for ensuring a high-quality customer experience by providing prompt, courteous assistance, and accurate information on all company products and services. They will manage daily operations, track sales goals, implement sales initiatives, and ensure high standards of customer service. Responsibilities also include training and guiding agents, resolving customer issues, and meeting sales targets.
Additional Responsibilities
Manage team performance and conduct coaching, training, and development.
Troubleshoot billing and technical issues, ensure accurate reporting of sales and achievements.
Handle escalated customer concerns and coordinate with internal departments to maintain service quality.
Demonstrate commitment to company values, diversity, equity, and inclusion.
Ensure compliance with company policies and confidentiality standards.
Maintain physical and operational safety standards.
Minimum Qualifications
High School diploma or equivalent; Associate degree in relevant field preferred.
At least 3 years in a customer service environment with 1 year in a leadership role.
Knowledge of telecommunications products, services, and customer service best practices.
Preferred Qualifications
Relevant telecom industry certifications.
Physical & Work Environment
Work mainly in office/retail environment, may involve long periods of computer and phone use.
Must be able to move equipment weighing up to 25 pounds and work flexible hours including evenings, weekends, and holidays.
Must have a valid driver’s license and willingness to travel between locations.
Additional Information GCI is an equal opportunity employer. The role involves working in a 24/7 environment, with potential response to emergencies outside normal hours. Remote work policies apply for virtual workers.
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