The Customer Experience Specialist will be the voice of our company to thousands of customers and potential customers across the state of Alaska.

This role will be part of the initial contact team for customers interested in our products and will be responsible for assisting customers on line, over the phone, and chat to inform them of the company’s products. Assist customers who may be experiencing technical difficulties by providing initial troubleshooting, resolution, referral or escalation for each customer by using diagnostic tests and other procedures to analyze and solve technical issues with their Internet, Cable TV, Cellular Wireless Phones, and Local Service. 

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 the Customer Experience Specialist:

Customer Focus, Sales and Technical Support: 

• This position will receive inbound calls, manage service issues from customers and escalate any issues appropriately in a professional manager.

• Perform basic account maintenance and activities. - complete systems maintenance and paperwork,

• Take appropriate action on accounts - complete all systems maintenance and paperwork thoroughly, completely and accurately.

• Responsible for completing outbound follow up calls as assigned. 

• Provide technical support or customer education inquires verbally or in writing of company’s service product(s) in a professional and efficient manner.    

   

Skills:

• Professional and respectful phone etiquette skills as well as a positive, professional attitude in the workplace. 

• Must reach and sustain pre-defined call handling goals on a weekly/monthly basis.

• Excellent verbal, written, and telephone communication skills and the ability to explain technical activities to customers. 

• Average 6 calls per hour

• Assist with customer Chats and e-mail.

• Respond in written format to customer e-mail requests

• Demonstrated skill in understanding Internet, LAN/WAN, or telephony technologies.

Training:

• 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. 

Knowledge, Skills and Abilities:

• Knowledge of telecommunications industry, products, services and customer service activities. Promote sales, retain customers and ensure customer satisfaction.

• Communication Skills: 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.

• Interpersonal Skills:  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.

Physical Requirements: 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.

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.

Working in a cubical environment at a desk with a computer and phone; sedentary position, sitting for extended periods of time. Need to continuously wear a headset for customer calls; continuous typing and use of a mouse; subject to upset customers and/or vendors. Work can be intense and stressful due to time/resource limitations when scheduling multiple tasks with inflexible deadlines. Call Center environment –Workstation sharing between shifts – Flexible work schedules to include weekend and holiday work hours. Must be 18 years of age or older due to adult programming product line.

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:

• 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.