Assistant Mgr, Customer Service Sales Operations-Fairbanks, AK

About the position

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.

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.
• Establish the vision and tone for the department, consistent with company culture and mission.
• Establish clear, measurable, and achievable goals and performance expectations and follow up appropriately.
• Hire individuals who can accomplish those goals and meet those expectations; provide them the open communication, training, tools, and mentoring needed to be successful and develop professionally.
• Provide clear and accurate feedback to individuals and teams on a timely and consistent basis.
• 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.
• 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.
• Troubleshoot billing issues and technical issues.
• 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.
• Coordinate closely with the Manager ensuring customer service and technical standards are met or exceeded.

Requirements

• 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.
• A minimum of one (1) year in a lead role.
• Working knowledge of telecommunications industry products, services, and customer service activities.
• 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.

Nice-to-haves

• Relevant telecom industry or job specific certifications.

Benefits

• Equal opportunity employer.
• Flexible work schedule including extended hours, on-call, weekends, holidays, evenings, and/or additional time before or after normal shift hours.