Assistant Mgr, Customer Service Sales Operations (Utqiagvik, AK)

$2,000 Signing Bonus!!! GCI's Assistant 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.  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.
• 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.

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 verbal and written communication to patiently and accurately articulate information to internal and external customers, handle customer inquiries and complaints, and when communicating with staff.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
  • Ability to maintain confidentiality with company proprietary and customer account information.
  • Demonstrated understanding of cash management and ability to protect company assets per company policies and procedures.
  • Adherence to GCI policies, compliance, and procedures regarding customer service, product lines/campaigns/promotions, collections, design, installation, repair, commercial accounts, associated billing systems, and databases, as provided and recommended.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • Ability to maintain positive relationships with customers and team agents 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 includ