Representative II, Customer Care

GCI's Representative II, Customer Care focus will be on customer service functions in the UUI call center. Position is responsible for providing quality customer service, interfacing with customers in a courteous, professional manner, and providing timely delivery of service requests, including order entry, provisioning, troubleshooting, and dispatch and clearing. Position requires a high level of accuracy, ability to meet quality standards, thorough knowledge and understanding of regulations, company’s products and services, billing system, processes, and business practices, and will be responsible for meeting all established customer service timelines.

Essential Duties:

• Communication with multiple Business Units within UUI and GCI to ensure accuracy in billing and accounting records.
• Supports all customer care functions to include:
  • Call center support, handling incoming and outgoing customer calls in a courteous, professional, and efficient manner; initiate and manage service orders and trouble tickets.
  • Switch provisioning, internet provisioning
  • Dispatch and Clearing
  • ASR’s and CABS Billing Sheet
  • Troubleshooting local phone, long distance, and internet issues
  • Daily database updates, to include Neustar, 911, 411, Robocall Mitigation
  • Educate customers on the Lifeline and Affordable Connectivity programs, ensure regulations and procedures are followed and USAC’s NLAD database is updated within required timeframes.
  • Respond to customer verbal and email inquiries promptly and professionally.
  • Make customer payment arrangement within established guidelines.
  • Support marketing functions as required.
  • Take on new and additional tasks as assigned; participate in projects.
• Supports revenue accounting functions to include:
  • Month end billing processes and reporting
  • Collections, including disconnect notices, non-pay disconnects and bad debt write-offs
  • Accounts receivables processes, including payment input, credit card balancing and autopay’s, preparing bank deposits, cash receipt journal balancing sheet
  • Tax and surcharge processing, and associated quarterly reports
  • Maintain statistical data reports in Excel; uses SAP Crystal Reports writer
  • Monthly intercompany expense adjustments, customer billing adjustments, credit refunds
  • Weekly, monthly, quarterly, bi-annual, and annual revenue and system audits; assists with quality control for service orders and trouble tickets
  • Ensure revenue accounting policies and procedures are followed
  • Weekly CARE reports
  • Handle and distribute incoming mail, coordinate with couriers and Loomis
• Must be accurate and knowledgeable regarding all products and services, billing processes and business practices; must meet established month-end close requirements and timelines.

Knowledge, Skills and Abilities :

• Knowledge of telecommunications industry, products, services, and customer service activities.
• Strong communication and interpersonal skills, both written and verbal, with a positive and professional attitude.
• Computer knowledge with Windows experience to include Excel and Word; experience with SAP Crystal Reports preferred.
• Strong analytical and problem-solving skills, organization, and time management skills.
• Basic math and accounting skills.
• Ability to accurately operate a 10-key by touch.
• Ability to learn quickly, keep confidential information secure, and work with minimal supervision.
• Dependable with commitment to meeting various filing deadlines.
• Must be able to work independently and cultivate a collaborative team environment.
• Ability to learn and maintain a basic understanding of billing systems and processes.
• Attention to detail.
• Technical skills required to provision and troubleshoot services.
• Ability to communicate information regarding products and services, and handle customer escalations.
• Must maintain strict confidentiality with regard to sensitive, proprietary and/or confidential customer information. Position may not disclose or permit access to customer proprietary network information.
• Maintain attendance requirements.
• Take on new and additional tasks as assigned.

Certifications: Industry specific certifications are highly valued and can contribute toward education.

Level Definition:

Position Title: Representative II, Customer Care

Grade: A08

Additional Job Requirements : This is an intermediate-level position and functions under moderate supervision. Working at a more complex level, this position will support both customer service and revenue accounting functions, and be able to handle customer escalations, business customer requests, and assist in training new employees.

Minimum Qualifications:

• Minimum of two years customer service experience required.
• Experience within a telecommunications industry preferred.
• Accounting experience preferred.
• High School diploma or equivalent required.
• Associates degree in business, accounting, or related field highly desired.

Job Requirements: At All Levels

Because GCI is a federal contractor subject to Executive Order 14042, GCI employees may be required in the future to be fully vaccinated* against COVID-19 as a condition of employment. If this occurs , GCI will consider requests for accommodation if an individual’s medical condition, disability, or sincerely held religious belief prohibits receipt of the COVID-19 vaccine.

Physical Requirements: Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. Clarity of vision to see near, mid-range, and color. Ability to lift and carry up to 25 lbs.

Working Conditions: The work area must be quiet and free of distractions. Lighting must be adequate and without glare. Distracting noises should be kept to a minimum. The employee’s desk must be adequate, designed to safely accommodate the equipment the employee must use, e.g., computer, printer, keyboard, monitor etc. The employee must have reliable connectivity to the internet to access GCI via VPN. Employee workstation must comply with GCI’s ergonomics standards. Position is fast-paced and subject to rapidly changing priorities, multiple deadlines, and some stressful customer interactions. Work hours are Monday through Friday from 8:00 a.m. to 5:00 p.m. Must work well in a team environment and be able to work with a diverse group of people and customers. Travel may be required to meet with outlying technical and management personnel. This position is required to be present for each billing and month-end close.

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.

Driving Requirements (if applicable) : Must possess and maintain a valid driver’s license, proof of insurance, 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.

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 qualification required of employees assigned to this job.