Mgr, Customer Service Sales Operations - (C St.)

GCI's Mgr, Customer Service Sales Operations will act as the face of the company to thousands of customers and potential customers across the state of Alaska. Manage and lead customer service sales teams to deliver superior customer experience and meet or exceed sales goals. Foster a customer-centered culture and ensure real-time floor coordination and observation by prioritizing being present and available on the sales floor interacting with customers and employees. Accountable for team results, ensuring employees deliver prompt and professional assistance, and provide accurate information on company products, promotions, and services.  ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

This leadership position requires the following non-delegable 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.    This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include:
• Establishing the vision and tone for the department, consistent with company culture and mission.
• Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately. 
• Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
• Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees.
• Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.

Customer Success:

• Oversee daily store operations, be visible and available to the team, maintain effective communication and morale, resolve escalated issues, and ensure efficient and successful processes.
• Foster a professional environment that promotes customer and employee engagement by actively participating on the sales floor, providing coaching, observing interactions, mentoring employees, and leading by example.
• Ensure customers are greeted upon entering the store, providing a friendly and courteous experience. 
• Ensure customers are assisted in a professional manner and are provided with accurate sales support and product information. 
• Maintain an inviting store atmosphere by ensuring displays are current to planogram, inventory levels are appropriately managed, and facilities are safe, in good repair, clean, and meet company expectations. 
• Directly interact with customers, address their needs, and build positive relationships.
• Handle escalated customer concerns, problems, and complaints to successful resolution or escalate to appropriate member of management if needed.
• Support employees in a coaching and skill developing manner when working with customer issues.
• Collaborate with various internal departments to ensure high-quality customer interactions and provide solutions and suggestions for product and/or service improvements.
• Take appropriate action on accounts, complete all systems maintenance and paperwork thoroughly and accurately.
• Effectively troubleshoot billing and technical issues, provide solutions and suggestions for improvements, escalate as needed.

Sales Performance:

• Maintain current knowledge of company products and services, pricing, and promotions. 
• Promote company campaigns and sales, answer inquiries regarding company product lines and promotions.
• Train, develop, motivate, and inspire the team, ensuring they possess current and accurate product, systems, and promotional knowledge, and have the ability and confidence to close the sale.
• Maintain team morale and motivate teams to attain or exceed established individual and team sales goals, providing positive reinforcement and recognizing accomplishments.
• Hold individual team members accountable to meeting sales goals.   
• Demonstrate patience and maintain a positive relationship with customers and team to close sales and achieve target sales goals.
• 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.
• Ensure product marketing materials are accurate and available. 
• Evaluate on-hand stock levels daily and order supplies as necessary. 
• Provide reporting details of overall daily sales, achievements, and opportunities.
• Ensure security of store and merchandise, including audits of inventory, safe, and tills.
• Ensure transaction reconciliation is completed daily and negotiable items are secure. 
• Conduct regular and as needed product inventory audits and reporting.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
• Excellent communication and interpersonal skills with the ability to patiently and accurately articulate information to internal and external customers, handle customer inquiries and complaints, and communicate effectively with the team.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• Demonstrated ability to maintain the highest levels of confidentiality with company proprietary and customer account information.
• Demonstrated understanding of cash management and ability to protect company assets following company policies and procedures.
• Ability to adhere to all company and department policies and procedures regarding compliance, customer service, product lines/campaigns/promotions, collections, design, installation, repair, commercial accounts, associated billing systems, and databases.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• Ability to maintain positive relationships with customers and team to close sales and achieve target sales goals.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
• Ability to effectively document procedures and technical processes.
• Ability to multitask in a fast-paced sales environment with positive results. 
• Knowledgeable of telecommunications technical and troubleshooting skills regarding equipment provisioning procedures. 
• Demonstrated skill in applications, operating systems, and hardware to include security, networking, Internet, and Telephony applications.
• Working knowledge of telecommunications industry products, services, and customer service activities.
• Demonstrated experience promoting sales, retaining customers, and ensuring customer satisfaction.
• Knowledge and understanding of internet, cable, wireless, LAN/WAN networking, telecommunications, data communications, and telephony topology systems. 
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• CHANGE MANAGEMENT: champions and supports department and company change.
• DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.
• PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team.
• Demonstrated ability to analyze complex challenging problems and situations leading to optimal solutions that follow department and company policies, procedures, and sales data. 
• Ability to schedule personnel and tasks to maximize productivity and meet priority deadlines.
• MENTORING & DEVELOPMENT: utilizes interpersonal skills to guide, direct, and influence others to achieve results.
• Proven ability to lead a team to high levels of performance while maintaining morale and personal growth for employees. 
• Ability to function as a positive mentor and coach and instill an environment supporting department and company goals.
• PERFORMANCE MANAGEMENT: sets clear performance expectations for team.
• Demonstrated ability to manage performance through motivation and counseling of different work styles and levels throughout the company. 
• Ability to manage challenging employee or customer issues ensuring positive results.
• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent. 
• Excellent communication and interpersonal skills with the ability to patiently and accurately articulate information to internal and external customers, handle customer inquiries and complaints, and communicate effectively with the team.
• Demonstrated ability to maintain the highest levels of confidentiality with company proprietary and customer account information.
• Demonstrated understanding of cash management and ability to protect company assets following company policies and procedures.
• Ability to adhere to all company and department policies and procedures regarding compliance, customer service, product lines/campaigns/promotions, collections, design, installation, repair, commercial accounts, associated billing systems, and databases.
• Ability to maintain positive relationships with customers and team to close sales and achieve target sales goals.
• Ability to effectively document procedures and technical processes.
• Ability to multitask in a fast-paced sales environment with positive results. 
• Knowledgeable of telecommunications technical and troubleshooting skills regarding equipment provisioning procedures. 
• Demonstrated skill in applications, operating systems, and hardware to include security, networking, Internet, and Telephony applications.
• Working knowledge of telecommunications industry products, services, and customer service activities.
• Demonstrated experience promoting sales, retaining customers, and ensuring customer satisfaction.
• Knowledge and understanding of internet, cable, wireless, LAN/WAN networking, telecommunications, data communications, and telephony topology systems. 
• Demonstrated ability to analyze complex challenging problems and situations leading to optimal solutions that follow department and company policies, procedures, and sales data. 
• Ability to schedule personnel and tasks to maximize productivity and meet priority deadlines.
• Proven ability to lead a team to high levels of performance while maintaining morale and personal growth for employees. 
• Ability to function as a positive mentor and coach and instill an environment supporting department and company goals.
• Demonstrated ability to manage performance through motivation and counseling of different work styles and levels throughout the company. 
• Ability to manage challenging employee or customer issues ensuring positive results.

Additional Job Requirements:

This is an intermediate level leadership position within the retail management role responsible for leading a team of direct and indirect reports. May be assigned to one or more store locations. Demonstrates broad knowledge and proficiency in areas of responsibility. Performs moderately complex tasks and job duties, receiving general instruction on routine work and new assignments. Works under moderate supervision with latitude for independent judgment. Supports higher level staff in implementing more complex projects.

• Expected to spend a minimum of 50% of the time being visible and actively participating on the sales floor: promoting customer and employee engagement, observing interactions, coaching, training, mentoring employees, ensuring customers are being assisted timely and accurately, and leading by example.
• Conduct ongoing assessment and support of clear career development path for team, including product knowledge, systems, service, and sales standards.
• Function as primary point of escalation for personnel and customer concerns and issues. 
• Develop and provide reports and analysis of service level, sales, and customer satisfaction results. 
• Oversee employee schedules, time-off requests, and monitor/control overtime.
• Anticipate staffing needs and take appropriate action to support peak traffic times, key holiday events, and weekends, including adding temporary staff if needed.   
• Ensure company and department goals are current, accurate, and visible at each facility. 
• Represent the department in meetings related to company products, accounting interface, SOX compliance, Management System (POS), and other topics when needed.

Additional Competencies

• Demonstrated knowledge of telecommunications industry products, services, and customer service activities.
• Demonstrated knowledge and understanding of internet, cable, wireless, LAN/WAN networking, telecommunications, data communications, and telephony topology systems. 

Minimum Qualifications:

Required: *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.
• Bachelor’s degree in business management, marketing, communications, or related field. *
• Minimum of five (5) years of experience in a customer service and sales environment. *
• Including a minimum of three (3) years in a supervisory or management position; may be substituted with equivalent demonstrated functional leadership experience. 
• Including a minimum of three (3) years in a supervisory or management position; may be substituted with equivalent demonstrated functional leadership experience. 

Preferred:

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

Driving Requirements:

This position requires driving a company-owned vehicle, company provided vehicle, or a personal vehicle on behalf of the company. Must possess and maintain a valid driver’s license, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:  

• Most activities are conducted in an office/retail store 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 of simultaneously using a phone, computer terminal, or their equivalents.
• Requires long periods of focused mental and visual attention to documents, review and analysis of inventory and sales data (hard copy and electronic). 
• Ability to assist customers on the retail floor at product displays, may require long periods of standing and walking.
• Ability to maneuver throughout the workplace as needed to deliver training and coaching to employees and to assist and demonstrate products to customers.
• Ability to safely move, transport, position, install, remove, and maneuver equipment and supplies of up to 25 pounds.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions. 
• Must be able and willing to work a flexible work schedule including, but not limited to, extended hours, on-call, weekends, holidays, evenings, and/or additional time before or after normal shift hours.
• Able to travel between retail store locations, offices, and other locations. Subject to intrastate travel throughout Alaska as needed.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

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 core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.