GCI's Assistant Mgr, Customer Service Sales Operations will oversee and manage a team of customer service agents that are responsible for ensuring a high-quality customer experience by providing prompt, courteous assistance, and accurate information to customers on all company products and services. Manage and oversee activities and performance, track sales goals, and set individual sales targets. Responsible for daily operations to ensure a professional, efficient, and effective process. Implement and manage successful sales initiatives, sales goals, inventory, cash balancing, and high-quality customer service. Provide training, guidance, and assistance to the agents, answering inquiries regarding company product lines. Help to resolve or appropriately escalate customer concerns, problems, and complaints efficiently. Meet or exceed sales goals. 

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.

Team Management:

Oversee and manage a team of agents in an accurate and professional manner ensuring real-time floor coordination in leadership, mentoring, customer service and technical skills by supporting and promoting the company’s campaigns/sales promotions and success.  Establish an atmosphere of customer and employee engagement through coaching, observation adherence and mentoring with a minimum of 50% time on the sales floor.  Ensure customers are greeted as soon as they enter the store and treated in a friendly, courteous, and professional manner.   Coach, develop, motivate, and engage the sales force through training, product knowledge and confidence to close the sale.   Develop an inviting atmosphere where displays are current to plan-o-gram, facilities are in good repair, clean, and support company expectations. 

Technical Management:

Troubleshoot billing issues and technical issues.  Take appropriate action on accounts, complete all systems maintenance and paperwork thoroughly, completely, and accurately. Provide reporting details of overall daily sales, achievements, and opportunities. 

Customer Success:

Assist internal and external customers in an accurate and professional manner to provide sales support and product information to customers.  Handle escalated issues to successful resolution in a coaching and skill developing manner when working with team members and customers. Assist with multiple internal departments to maintain quality customer interaction. Coordinate closely with the Manager ensuring customer service and technical standards are met or exceeded.

COMPETENCIES

Demonstrated commitment to GCI’s Basic Principles, Mission Statement, Declaration of Principles and diversity, equity, and inclusion (DEI) by promoting and maintaining an inclusive and equitable work environment for all employees and contractors, and in interactions with customers, vendors, and the general public. 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. COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. Excellent verbal and written communication to patiently and accurately articulate information to internal and external customers, handle customer inquiries and complaints, and when communicating with staff. COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics. Ability to maintain confidentiality with company proprietary and customer account information. Demonstrated understanding of cash management and ability to protect company assets per company policies and procedures. Adherence to GCI policies, compliance, and procedures regarding customer service, product lines/campaigns/promotions, collections, design, installation, repair, commercial accounts, associated billing systems, and databases, as provided and recommended. CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction. Ability to maintain positive relationships with customers and team agents to close sales and achieve target sales goals. 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 effectively document procedures and technical processes. Ability to multitask in a fast-paced sales environment with positive results.  Knowledgeable of telecommunications technical and troubleshooting skills regarding equipment provisioning procedures.  Demonstrated skill in applications, operating systems, and hardware to include security, networking, Internet, and Telephony applications.  SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures. CHANGE MANAGEMENT: champions and supports department and company change. DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action. PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team. Demonstrated ability to analyze complex challenging problems and situations leading to optimal solutions that follow department and company policies, procedures, and sales data.  Ability to schedule personnel and tasks to maximize productivity and meet priority deadlines. MENTORING & DEVELOPMENT:  utilizes interpersonal skills to guide, direct, and influence others to achieve results. Proven ability to lead a team to high levels of performance while maintaining morale and personal growth for employees.  Ability to function as a positive mentor and coach and instill an environment supporting department and company goals. PERFORMANCE MANAGEMENT: sets clear performance expectations for team. Demonstrated ability to manage performance through motivation and counseling of different work styles and levels throughout the company.  Ability to work with and follow HR guidelines during hire and discipline processes. Proficient Internet and computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively. Ability to use company customer database or equivalent with accurate data entry. 

Minimum Qualifications 

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

High School diploma or equivalent. Associate degree in Business Management, Marketing, Computer Science, or related field. * Minimum of three (3) years of experience in a customer service environment, including: * A minimum of one (1) year in a lead role. Working knowledge of telecommunications industry products, services, and customer service activities (face to face and/or phone to phone). Experience promoting sales, retaining customers, and ensuring customer satisfaction. Knowledgeable and competent in internet, cable, wireless, LAN/WAN networking, telecommunications, data communications, or telephony topology systems. 

Preferred: 

Relevant telecom industry or job specific certifications. 

DRIVING REQUIREMENTS:

This position requires driving a company-owned vehicle, company provided vehicle, or a personal vehicle on behalf of the company. Must possess and maintain a valid driver’s license, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

Most activities are conducted in an office/retail store 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 of simultaneously using telephone and computer terminal or their equivalents. Requires long periods of focused mental and visual attention to documents, review and analysis of inventory and sales data (hard copy and electronic).  Ability to maneuver throughout the workplace as needed to deliver training and coaching to employees and to assist and demonstrate products to customers. Ability to safely move, transport, position, install, remove, and maneuver equipment and supplies of up 25 pounds. Ability to work shifts as assigned, work in standard office/home office 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.        Must be able and willing to work a flexible work schedule including, but not limited to, extended hours, on-call, weekends, holidays, evenings, and/or additional time before or after normal shift hours. Able to travel between retail store locations, offices, and other locations as needed.  Must work well in a team environment and be able to work with a diverse group of people and customers. Virtual workers must comply with remote work policies and agreements.

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 core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

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.