Juneau Empire Classifieds

Specialist I, Customer Experience

Placed on 8/7/2019
Views: 333
Web ID TJE18000658
Job Title:Specialist I, Customer Experience
Online Cust. Name:GCI
Customer E-Mail:jphimmasone@gci.com
GCI's  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.
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.    
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 Qualifications:

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.  
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