Mgr, Customer Service Sales Operations (Utqiagvik, AK)

About the position

GCI's Mgr, Customer Service Sales Operations will manage a team that is responsible for ensuring a high-quality customer experience by providing prompt, courteous assistance, and accurate information to customers on all company products and services. Responsible for daily store(s) operations, ensuring professional, efficient, effective processes, and meeting or exceeding 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.
• Effectively manage processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions.
• Manage activities and performance, track sales goals, and set individual sales targets.
• Implement and manage successful sales initiatives, sales results, 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.

Requirements

• High School diploma or equivalent.
• Bachelor's degree in Business Management, Marketing, Computer Science, or related field.
• Minimum of five (5) years of experience in customer service within a customer-oriented environment.
• Minimum of three (3) years in a supervisory or management position.

Nice-to-haves

• Telecommunications experience.
• Relevant telecom industry or job specific certifications.