Customer Service Operations Specialist

Job description

GCI's Customer Service Operations Specialist will suppo rt customer service excellence by providing customer support and operations assistance through various channels, including inbound, outbound, and digital channels, email, chat, voice, social media, online, and text.

Collaborate effectively to resolve external partner and customer escalations, clarifying issues, researching and exploring solutions, initiating work requests, identifying areas for improvement and simplification, identifying knowledge gaps, and escalating unresolved problems to management.




ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:


+ This role requires the ability to travel internationally, sometimes on short notice, to support partner teams and conduct on-site training and knowledge assessments.








Customer Support & Sales:


+ Proactively follow-up, resolve, document, and track issues including partner escalations, customer feedback, and system complications, identifying areas for improvement and simplification.



+ Interact directly with customers as a member of the social media team regarding service, products, questions, comments, sales, and reinforcement of the GCI brand.



+ Implement, track, and engage with customers in support of product marketing and consumer operations strategic initiatives related to customer’s products and services, devices, equipment, and promotions.



+ Ensure standard operating procedures (SOPs) and quality standards are documented, updated on an ongoing basis, and accurately presented in the knowledge base.



+ Fulfill requests, research, and resolve issues related to GCI loyalty programs, promotions, special offers, order entry, sales incentives, billing, and other operational duties as requested.



+ Participate in the creation of consumer operations process design and documentation, customer journey mapping, and business operations team (BOT) initiatives.



+ Serve as an escalation path for the Business Process Outsource (BPO).



+ Ensure sales goals are being met.

Collaborate with the BPO to identify reasons for any shortfalls and provide coaching as needed.






Quality & Continuous Improvement:


+ Provide support, guidance, coaching, and assist with training call center representatives both in-person and virtually.



+ Engage with GCI University to ensure training aligns tightly with external partner and GCI management expectations, serves customer needs, and fulfills quality and performance requirements.



+ Perform ongoing monitoring and calibration of customer interactions and sales performance with external partner for lines of business (LOB) and with internal teams.



+ Use established metrics (SLAs, KPIs, surveys, mystery shop, etc.) and quality standards to take immediate action when possible, escalating issues as required.





+ Provide backup to Consumer Services Customer Advocate and Consumer Omnichannel Forecasting.



+ Attend training and project sessions as required to remain current and knowledgeable on company policies, procedures, and applications.



+ Assist with agent interviews to assess product and services knowledge, understanding of policies and processes, and identify areas of concern.






Audit/Reporting


+ Audit and report on compliance related items that fall under customer service, creating and maintaining processes that support adherence to required compliance documentation of customer interactions.



+ Provide reporting on post-transaction surveys for collections, customer service, wireless support, provisioning, and Lifeline to the customer experience and marketing departments, GCI management, and external partners.



+ Perform audits on agent performance and agent compliance through additional reporting and spot checks.



+ Ability to coach and develop representatives in a supportive environment with the goal of improving performance and professionalism.



+ Strong interpersonal skills with a sensitivity to others verbal and non-verbal communication.



+ Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.



+ Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports.



+ Ability to articulate technical information and facilitate presentations and training in front of internal and external audiences.



+ Demonstrated ability to make ethical and appropriate decisions.



+ Knowledge and understanding of current customer experience (CX) performance standards (SLAs) and metrics (KPIs) as they relate to the overall delivery of the customer experience.



+ Ability to understand, comprehend, and resolve operational issues, following established procedures, collaborating with appropriate partners, and exercising sound decision making.



+ Ability to remain current with the latest data and entertainment technology, such as wi-fi, data services, and TV entertainment.



+ Ability to remain current on company products, devices, promotions, billing, self-care, and standard operating procedures.



+ Ability to execute and research orders within all applicable platforms.



+ Ability to develop, generate, and maintain reports on a timely and regular basis.



+ Ability to manage and prioritize multiple projects, using an innovative approach to problem solving and following through on complex issues to resolution.



+ Ability to effectively adapt to different cultures and time zones.









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.



+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.



+ 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.






Additional Job Requirements:

This is an intermediate level position within the discipline demonstrating 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.



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.



+ Minimum of four (4) years of experience in customer service/customer support within a telecommunication, call center, or similar environment.

*

+ Possess and maintain a valid passport with the ability to travel to and from the United States on an as needed basis.




Preferred:


+ Associate or Bachelor’s degree in business administration, business management, or related field.



+ At least one (1) year of telecommunication industry experience.



+ Knowledge of GCI billing and phone systems.



+ Relevant telecom industry or job specific certifications.






DRIVING REQUIREMENTS:


+ This position requires access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.





PHYSICAL REQUIREMENTS and WORKING CONDITIONS:



+ Work is primarily sedentary, requiring daily routine computer usage.



+ 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.



+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.



+ 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.




Travel Requirements:


+ International travel, sometimes on short notice, is required to support partner teams and conduct on-site training and assessments.



+ Travel includes overnight stays and working on weekends.



+ Travel requirements are expected to be approximately every other month.

However, they will be determined based on business needs and can fluctuate as deemed necessary.





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.

Required Skill Profession

Other General