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GCI Communication Corp. · 1 month ago

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

Wasilla, AK

Full-time

Hybrid

Entry, Mid Level

3+ years exp

GCI Communication Corp. is a pioneer in delivering communication and technology services, especially in remote areas of Alaska. The Assistant Manager for Customer Service Sales Operations will lead customer service sales teams to enhance customer experiences and achieve sales targets while fostering a customer-centered culture.

Telecommunications

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

Oversee daily store operations, be visible and available to the team, maintain effective communication and morale, resolve escalated issues, and ensure efficient and successful processes

Foster a professional environment that promotes customer and employee engagement by actively participating on the sales floor, providing coaching, observing interactions, mentoring employees, and leading by example

Ensure customers are greeted upon entering the store, providing a friendly and courteous experience

Ensure customers are assisted in a professional manner and are provided with accurate sales support and product information

Maintain an inviting store atmosphere by ensuring displays are current to planogram, inventory levels are appropriately managed, and facilities are safe, in good repair, clean, and meet company expectations

Directly interact with customers, address their needs, and build positive relationships

Handle escalated customer concerns, problems, and complaints to successful resolution or escalate to appropriate member of management if needed

Support employees in a coaching and skill developing manner when working with customer issues

Collaborate with various internal departments to ensure high-quality customer interactions and provide solutions and suggestions for product and/or service improvements

Take appropriate action on accounts, complete all systems maintenance and paperwork thoroughly and accurately

Effectively troubleshoot billing and technical issues, provide solutions and suggestions for improvements, escalate as needed

Maintain current knowledge of company products and services, pricing, and promotions

Promote company campaigns and sales, answer inquiries regarding company product lines and promotions

Train, develop, motivate, and inspire the team, ensuring they possess current and accurate product, systems, and promotional knowledge, and have the ability and confidence to close the sale

Maintain team morale and motivate teams to attain or exceed established individual and team sales goals, providing positive reinforcement and recognizing accomplishments

Hold individual team members accountable to meeting sales goals

Demonstrate patience and maintain a positive relationship with customers and team to close sales and achieve target sales goals

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

Ensure product marketing materials are accurate and available

Evaluate on-hand stock levels daily and order supplies as necessary

Provide reporting details of overall daily sales, achievements, and opportunities

Ensure security of store and merchandise, including audits of inventory, safe, and tills

Ensure transaction reconciliation is completed daily and negotiable items are secure

Conduct regular and as needed product inventory audits and reporting

Qualification

Customer service managementSales performance managementTelecommunications knowledgeCoachingTechnical troubleshootingTeam leadershipMentoringConflict resolutionAccountabilityPlanningImplementationPerformance managementChange managementSafetySecurityTechnical proficiencyCommunication skillsCollaborationReliabilityCustomer focus

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, communications, 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