Customer Service Sales Operations Manager

2 weeks ago

Kodiak, Alaska, United States GCI Full time
Job Description

GCI's Customer Service Sales Operations Manager will oversee a team responsible for delivering exceptional customer experiences by providing prompt, courteous assistance, and accurate information to customers on all company products and services. This leadership position requires the following non-delegable responsibilities:

Key Responsibilities
  • Establish clear, measurable, and achievable goals and performance expectations for the team.
  • Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide.
  • Manage daily store operations, ensuring professional, efficient, effective processes, and meeting or exceeding sales goals.
  • 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.
Requirements
  • High School diploma or equivalent.
  • Bachelor's degree in Business Management, Marketing, Computer Science, or related field.
  • Minimum of five (5) years of experience in customer service within a customer-oriented environment.
  • Minimum of three (3) years in a supervisory or management position.
Preferred Qualifications
  • 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 or their equivalents.
  • Requires long periods of focused mental and visual attention to documents, review and analysis of inventory and sales data (hard copy and electronic).
  • Ability to maneuver throughout the workplace as needed to deliver training and coaching to employees and to assist and demonstrate products to customers.
  • Ability to safely move, transport, position, install, remove, and maneuver equipment and supplies of up to 25 pounds.
  • 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.
  • Must be able and willing to work a flexible work schedule including, but not limited to, extended hours, on-call, weekends, holidays, evenings, and/or additional time before or after normal shift hours.
  • Able to travel between retail store locations, offices, and other locations as needed.
  • Must work well in a team environment and be able to work with a diverse group of people and customers.

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