GCI (General Communication Inc.)
Customer Service Sales Specialist I - (Juneau, AK)
GCI (General Communication Inc.), Juneau, Alaska, us, 99812
Role Overview
GCI's Customer Service Sales Specialist I will support our GCI’s products and solutions, turning customers into life‑long fans. You will bring 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, upselling, cross‑selling, and retaining customers across applicable product lines.
ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS Customer Focus and Sales Use extensive knowledge of the latest products, the most competitive pricing plans available, and exceptional customer service and sales skills to help customers select the best plan and product that suits their needs. Each interaction allows us to build trust, educate customers, and offer a variety of options and solutions. 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 peers and 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 to determine their needs.
Training
Remain current and knowledgeable of all GCI products including accessories, service plans, promotions, features, and taxable billing.
Attend ongoing training on GCI products, services, and applications.
Maintain knowledge of competitor’s offers and provide feedback.
Cross‑train within other sub‑groups to strengthen network and computer‑related technical skills.
Remain current regarding latest data/entertainment technology and devices.
COMPETENCIES
ACCOUNTABILITY
– Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
BASIC PRINCIPLES
– Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
COLLABORATION
– Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
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.
COMMUNICATION
– Conveys thoughts and expresses ideas appropriately and professionally.
Excellent command of English required. Multilingual speakers encouraged.
Demonstrated ability to listen effectively and verbally communicate information regarding numerous products and procedures provided by GCI for customers and/or interaction with service personnel.
Demonstrated ability to accurately log verbally received information in written and electronic format.
COMPLIANCE
– Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
Adhere to GCI policies, compliance, and procedures regarding proprietary and customer account information, customer service, product lines/campaigns/promotion, collections, design, installation, repair, commercial accounts, associated billing systems, and databases.
CUSTOMER FOCUS
– Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
RELIABILITY
– Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
RESULTS
– Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
Ability to use independent decision making to prioritize and handle multiple tasks, and to appropriately solve or escalating problems with successful resolution.
Knowledge of telecommunications industry, products, services, and customer service activities.
Technical skills to use technology‑based applications such as Internet, cell phones, or equivalent, and to provision and troubleshoot.
Demonstrated knowledge of basic math and accounting with ability to accurately process, reconcile, and electronically track cash transactions and prepare deposit slip information.
Ability to use a keyboard and 10‑key calculator proficiently.
SAFETY & SECURITY
– Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable security policies and procedures.
PROFESSIONAL & IT SKILLS
– Proficient computer skills and MS Office knowledge (Outlook, Teams, Word, Excel, Access) to complete job duties effectively.
Additional Job Requirements This entry‑level sales role requires the ability to understand, comprehend, and resolve basic issues. Works under close supervision and supports peers and management. The role will develop proficiency and understanding of product lines, devices, accessories, and sales goals. Ability to recognize deviation from procedures and confirm 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 Required:
A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet total years required on a year‑for‑year basis.
High School diploma or equivalent.*
Minimum of six (6) months general work experience.*
Preferred
Previous experience in customer service and sales.
Telecommunications experience.
Other telecom industry or job specific certifications.
Alaska Arctic Region:
identified as the towns of Utqiaġvik (Barrow), Bethel, Dillingham, Kotzebue, Nome, Dutch Harbor, and similar towns in the region.
High School diploma or equivalent preferred.
Must successfully obtain a High School diploma or GED equivalent within one (1) year of employment.
Previous work experience preferred.
Driving Requirements
This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
Physical Requirements and Working Conditions
Work is primarily sedentary, requiring long periods using telephones, computer terminals or the equivalent.
Work in a standard retail store setting and operate standard office equipment.
Ability to accurately communicate information and ideas to others effectively.
Physical agility and effort sufficient to perform job duties safely and effectively.
Ability to make valid judgments and decisions.
Position requires working a rotating flexible scheduled work schedule up to and including overtime, on‑call, and/or additional time on weekends, holidays, evenings, and/or additional time before or after core shift hours and at other GCI retail locations when necessary.
Work can be intense and stressful due to a high volume of customer interactions that are sometimes emotionally charged.
Work in a team environment with a diverse group of people and customers.
A neat, clean, professional appearance required; must have consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude required.
Due to business needs, employees may be contacted outside of core hours to respond to emergencies. You will be requested to provide emergency after‑hours contact numbers, including your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal 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, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.
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ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS Customer Focus and Sales Use extensive knowledge of the latest products, the most competitive pricing plans available, and exceptional customer service and sales skills to help customers select the best plan and product that suits their needs. Each interaction allows us to build trust, educate customers, and offer a variety of options and solutions. 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 peers and 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 to determine their needs.
Training
Remain current and knowledgeable of all GCI products including accessories, service plans, promotions, features, and taxable billing.
Attend ongoing training on GCI products, services, and applications.
Maintain knowledge of competitor’s offers and provide feedback.
Cross‑train within other sub‑groups to strengthen network and computer‑related technical skills.
Remain current regarding latest data/entertainment technology and devices.
COMPETENCIES
ACCOUNTABILITY
– Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
BASIC PRINCIPLES
– Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
COLLABORATION
– Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
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.
COMMUNICATION
– Conveys thoughts and expresses ideas appropriately and professionally.
Excellent command of English required. Multilingual speakers encouraged.
Demonstrated ability to listen effectively and verbally communicate information regarding numerous products and procedures provided by GCI for customers and/or interaction with service personnel.
Demonstrated ability to accurately log verbally received information in written and electronic format.
COMPLIANCE
– Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
Adhere to GCI policies, compliance, and procedures regarding proprietary and customer account information, customer service, product lines/campaigns/promotion, collections, design, installation, repair, commercial accounts, associated billing systems, and databases.
CUSTOMER FOCUS
– Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
RELIABILITY
– Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
RESULTS
– Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
Ability to use independent decision making to prioritize and handle multiple tasks, and to appropriately solve or escalating problems with successful resolution.
Knowledge of telecommunications industry, products, services, and customer service activities.
Technical skills to use technology‑based applications such as Internet, cell phones, or equivalent, and to provision and troubleshoot.
Demonstrated knowledge of basic math and accounting with ability to accurately process, reconcile, and electronically track cash transactions and prepare deposit slip information.
Ability to use a keyboard and 10‑key calculator proficiently.
SAFETY & SECURITY
– Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable security policies and procedures.
PROFESSIONAL & IT SKILLS
– Proficient computer skills and MS Office knowledge (Outlook, Teams, Word, Excel, Access) to complete job duties effectively.
Additional Job Requirements This entry‑level sales role requires the ability to understand, comprehend, and resolve basic issues. Works under close supervision and supports peers and management. The role will develop proficiency and understanding of product lines, devices, accessories, and sales goals. Ability to recognize deviation from procedures and confirm 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 Required:
A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet total years required on a year‑for‑year basis.
High School diploma or equivalent.*
Minimum of six (6) months general work experience.*
Preferred
Previous experience in customer service and sales.
Telecommunications experience.
Other telecom industry or job specific certifications.
Alaska Arctic Region:
identified as the towns of Utqiaġvik (Barrow), Bethel, Dillingham, Kotzebue, Nome, Dutch Harbor, and similar towns in the region.
High School diploma or equivalent preferred.
Must successfully obtain a High School diploma or GED equivalent within one (1) year of employment.
Previous work experience preferred.
Driving Requirements
This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
Physical Requirements and Working Conditions
Work is primarily sedentary, requiring long periods using telephones, computer terminals or the equivalent.
Work in a standard retail store setting and operate standard office equipment.
Ability to accurately communicate information and ideas to others effectively.
Physical agility and effort sufficient to perform job duties safely and effectively.
Ability to make valid judgments and decisions.
Position requires working a rotating flexible scheduled work schedule up to and including overtime, on‑call, and/or additional time on weekends, holidays, evenings, and/or additional time before or after core shift hours and at other GCI retail locations when necessary.
Work can be intense and stressful due to a high volume of customer interactions that are sometimes emotionally charged.
Work in a team environment with a diverse group of people and customers.
A neat, clean, professional appearance required; must have consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude required.
Due to business needs, employees may be contacted outside of core hours to respond to emergencies. You will be requested to provide emergency after‑hours contact numbers, including your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal 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, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.
#J-18808-Ljbffr