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

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

Alaska StaffingBarrow, AK, US
7 days ago
Job type
  • Full-time
Job description

Assistant Manager, Customer Service Sales Operations

$2,000 Signing Bonus!!! GCI's Assistant Manager, 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.
  • 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.
  • Compliance - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
  • Customer Focus - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • 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 (face to face and / or phone to phone).
  • Experience promoting sales, retaining customers, and ensuring customer satisfaction.
  • Knowledgeable and competent in internet, cable, wireless, LAN / WAN networking, telecommunications, data communications, or 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.
  • Mentoring & Development : utilizes interpersonal skills to guide, direct, and influence others to achieve results.
  • Performance Management : sets clear performance expectations for team.
  • 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.
  • Ability to work with and follow HR guidelines during hire and discipline processes.
  • Proficient Internet and computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
  • Ability to use company customer database or equivalent with accurate data entry.

    • Additional Job Requirements

    This is an entry level position within the retail management role working under close supervision. Oversee daily store operations, supervise employees, and provide customer service and support. Mentor sales teams to meet established sales goals at assigned retail store location(s).

    Essential Duties :

  • Team Management :
  • Oversee and manage a team of agents in an accurate and professional manner ensuring real-time floor coordination in leadership, mentoring, customer service and technical skills by supporting and promoting the company's campaigns / sales promotions and success.
  • Establish an atmosphere of customer and employee engagement through coaching, observation adherence and mentoring with a minimum of 50% time on the sales floor.
  • Ensure customers are greeted as soon as they enter the store and treated in a friendly, courteous, and professional manner.
  • Coach, develop, motivate, and engage the sales force through training, product knowledge and confidence to close the sale.
  • Develop an inviting atmosphere where displays are current to plan-o-gram, facilities are in good repair, clean, and meet company expectations.
  • Technical Management :
  • Troubleshoot billing issues and technical issues.
  • Take appropriate action on accounts, complete all systems maintenance and paperwork thoroughly, completely, and accurately.
  • Provide reporting details of overall daily sales, achievements, and opportunities.
  • Customer Success :
  • Assist internal and external customers in an accurate and professional manner to provide sales support and product information to customers.
  • Handle escalated issues to successful resolution in a coaching and skill developing manner when working with team members and customers.
  • Assist with multiple internal departments to maintain quality customer interaction.
  • Coordinate closely with the Manager ensuring customer service and technical standards are met or exceeded.
  • Sales Performance :
  • Maintain current knowledge of company products and services, pricing, and promotions.
  • Ensure staff are proficiently trained to sell all products and meet sales goals established by the department.
  • Hold individual team members accountable to attain sales goals.
  • Demonstrate patience and maintain a positive relationship with customers and team agents to close sales and achieve target sales goals.
  • Maintain team morale and motivate staff to meet or exceed established individual and team sales goals.

    • 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.
  • Associate degree in Business Management, Marketing, Computer Science, or related field.
  • Minimum of three (3) years of experience in a customer service environment.
  • Including a minimum of one (1) year 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 using a computer terminal

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