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GCI's A ssistant Mgr, Customer Service Sales Operations will oversee and manage a team of customer service agents that are responsible for ensuring a high-quality customer experience by providing prompt, courteous assistance, and accurate information to customers on all company products and services.
Manage and oversee activities and performance, track sales goals, and set individual sales targets. Responsible for daily operations to ensure a professional, efficient, and effective process.
Implement and manage successful sales initiatives, sales goals, 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.
Meet or exceed sales goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This leadership position requires the following non-delegable responsibilities :
owning outcomes; and leading by example. Specific leadership duties include :
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 terminationin an unbiased and consistent manner.
Team Management :
Technical Management :
Customer Success :
COMPETENCIES
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.
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.
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 work with and follow HR guidelines during hire and discipline processes.
Proficient Internet and computer skills and MS Office knowledge (., Outlook, Teams, Word, Excel) to complete job duties effectively.
Ability to use company customer database or equivalent with accurate data entry.
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
Preferred :
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 :
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.
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.
Last updated : 2024-05-11
Full Time
Building Construction
05/13/2024
08/09/2024
greenconstruction.biz
MONROE, LA
50 - 100
2005
Private
GREG GREEN
$10M - $50M
Building Construction
The job skills required for Mgr customer service include Customer Service, Customer Success, Leadership, Initiative, Coaching, Written Communication, etc. Having related job skills and expertise will give you an advantage when applying to be a Mgr customer service. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Mgr customer service. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Mgr customer service positions, which can be used as a reference in future career path planning. As a Mgr customer service, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Mgr customer service. You can explore the career advancement for a Mgr customer service below and select your interested title to get hiring information.