The Customer Experience Specialist will be the face of our company to thousands of customers and potential customers across the state of Alaska.
As the face of the company'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.
With your support and our Company's products and solutions, turning 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 company's value by proactively acquiring, up selling, cross selling and retaining customers across applicable product lines.
Essential Duties of a Customer Service Specialist:
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. As a Customer Experience Specialist, you will assist customers in a professional manner by providing the ultimate customer experience;
Respond to general customer service inquiries about our products and services
Consult with customers in order to determine their needs
Recommend the appropriate products and services
Meet and exceed all performance and sales goals/metrics
Identify and acting 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
Develop long-term relationships with our customers.
Be enthusiastic and professional with your peers and our customers.
Show up to work on time and work your scheduled shift.
Remain current and knowledgeable of all company products including accessories, service plans, promotions, features and taxable billing. Attend on-going training on Company 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, telephony, and computer related technical skills.
System & Store Maintenance:
Maintain a clean and organized work stations, 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 negotiable item is 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
Knowledge, Skills and Abilities:
Knowledge of telecommunications industry, products, services and customer service activities. Promote sales, retain customers and ensure customer satisfaction.
demonstrated ability to listen effectively and verbally communicate information regarding numerous products and procedures provided by the company 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. Communicate effectively when handling customer inquiries/complaints or when communicating with service in other departments. 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. Staying up-to-date on the latest data/entertainment technology and devices, such as Wi-Fi, data services, TV entertainment devices a must. Ability to use a keyboard and 10-key calculator proficiently.
Basic math and accounting knowledge with demonstrated ability to accurately process, reconcile and electronically track cash transactions and prepare deposit slip information.
must to 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. Must have problem-solving skills, work well in a team-oriented environment, and provide an excellent customer experience. Handle simple problems with a successful resolution while maintaining composure. Professional appearance and a positive attitude with results oriented drive required.
Ability to prioritize and handle multiple tasks with independent decision making.
Adherence to Company policies 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 Company Code of Business Conduct and Ethics. Must be able to Adhere to company confidentiality, proprietary and customer account information.
Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude. Ability to work a rotating schedule.
This is an entry level position under direct supervision, developing proficiency and understanding of the company's product line, sales promotions, and pricing. 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. Directs more complex problems to senior staff.
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.
Ability to work with customers on retail floor at product displays to assist customers with selections. This action may require long periods of standing.
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. Must be able and willing to work flexible hours including, but not limited to, overtime, on-call, and/or additional time on weekends, holiday, evenings, and/or additional time before or after normal shift hours and at other company retail locations. A neat, clean, professional appearance required. Ability to work the scheduled hours and days identified for the position. Willing to work flexible hours including but not limited to working overtime and/or additional time before hours.
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 normal 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.
Minimum of six (6) months of experience in a customer service or sales environment required; college courses in computer technology or the Telecom industry may substitute for the experience. Knowledgeable of company product lines highly valuable.
High School diploma or equivalent required. One year of higher education preferred.
Certifications: Industry specific certifications are highly valued and can contribute toward education. Preferred: Microsoft or other IT related certification
Driving Requirements (if applicable): Occasional use of personal vehicle to travel to other company facilities may be required as such must possess and maintain a valid driver's license and a satisfactory driving record.
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.