Customer Service Sales Specialist Juneau, AK

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.

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.

• 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.

• 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…