Customer Service Representative I

GCI (Nasdaq: GNCMA) is an Alaska-based company providing voice, video and data communication services to residential, commercial and government customers.

Founded in 1979, GCI introduced long-distance competition to Alaska and has since grown to be one of the nation's premier integrated telecommunication providers. The company employs 1,200 Alaskans and has a current run rate of $400 million.

GCI has a 45 percent share of the state's long-distance market, and is the state's largest provider of Internet services with dial-up, cable modem, wireless, digital subscriber line (DSL) and dedicated access. Its cable television services pass 90 percent of the state's households with 64 percent penetration. Digital cable and cable modem service is available to 90 percent of its subscribers. The company offers facilities-based local telephone services in Anchorage, Fairbanks and Juneau, and has obtained a 25 percent statewide market share.

GCI's services are connected through company-owned fiber optic, satellite and metropolitan area network facilities to the lower 48 states. This broadband platform is the only one of its kind in Alaska and allows the company to provide customized services to the Alaska market.

GCI offers competitive wages and an exceptional benefits plan. We offer medical, dental, vision, life, and short and long term disability insurance programs to qualified employees. Educational reimbursements, paid annual leave and holidays, a health and wellness program, employee assistance program, and a 401(k) program are also available.

GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, marital status, mental or physical disability, veteran status or any other status or classification protected under applicable state or federal law. Individuals needing assistance in the recruitment process are encouraged to contact Human Resources.

Purpose of Position: Provide customers high quality service and promote GCI' s value by proactively acquiring, up selling, cross selling and retaining customers across applicable product lines through customer contacts.

Position's Customer(s): External customers include both current and new customers. Internal customers include, but are not limited to, all company product line provisioning, technical support and retail office personnel.

Essential Duties of Position:

90% Assist internal and external customers in an accurate and professional manner. Take appropriate action on accounts - complete all systems maintenance and paperwork thoroughly, completely and accurately. Promote GCI services and products. Meet or exceed applicable sales goals.

10% Maintain knowledge of, inform customers about and provide support for GCI services and products. Attend required meetings and training sessions.


Job Qualifications:
Knowledge, Skills and Abilities:
Must be able to prioritize and handle multiple tasks with independent decision making.
High level of interpersonal skills, well developed written and oral communication skills including active listening skills.
Proficient use of word processing and e-mail programs.
Handle complex, potentially escalated problems with a successful resolution while maintaining composure.
Demonstrated proficiency in grammar, mathematical, computer and typing skills.

Experience required to meet minimum qualifications:

Customer service and/or sales experience.

Level of Education required to meet minimum qualifications:
High School Diploma or GED

Certifications Required: None

Reporting Relationships:

Position reports to: Customer Service Supervisor

Number of Direct Reports: None

Physical Requirements: Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions. Clarity of vision to see near, mid-range, and color. May require lifting up to 50 lbs.

Working Conditions:
Sedentary work, sitting for extended periods of time at a computer with exposure to CRTs and UV rays. Required to continuously wear a headset for customer calls. Continuous typing and use of a mouse.

Driving Requirements (if applicable): Not Applicable

EEO: Responsible for fair and equitable treatment of people in the workplace.

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 s a comprehensive inventory of all duties, responsibilities, and qualification required of employees assigned to this job.

Customer service and/or sales experience.

RESPOND HERE! Respond immediately by accessing the following
dedicated online response form which will allow you to cut and paste your
resume. This form will go directly and immediately to the
hiring authority for this position. Access the online response form at:
http://64.89.40.26/servlet/resp/rf?jobid=1828367&boardid=711