Sales Support Administrator

• 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.
  • Strong verbal, written, and professional telephone communication skills with the ability to patiently and accurately explain business order, service, and account information to a broad customer base.
• 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.
  • Strong knowledge of product offerings with the ability to stay current on product updates and changes.
  • Ability to comprehend and resolve routine orders, provide account and billing support, and address standard operational issues.
  • Ability to analyze billing statements, correctly identify errors, and take appropriate action to ensure accuracy and compliance.
  • Strong time management, organizational, and problem-solving skills with the ability to manage multiple priorities.
  • Strong attention to detail and data entry accuracy.
• 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 databases or equivalent.
  • Ability to effectively work with GCI’s billing and provisioning systems.

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. Provides training and guidance to lower-level staff.

• Assist with complex service issues and invoices, reporting, and order processing.
• Update project documentation and process estimate and billing-related tasks for customer accounts.
• Serve as a subject matter expert for basic complex order entry and account support.

Additional Competencies:

• Demonstrated advanced knowledge of complex product offerings and relevant systems.
• Ability to comprehend and resolve complex orders and operational issues and provide advanced account and billing support.
• Ability to analyze complex estimate and billing statements, correctly identify errors, and take appropriate action to ensure accuracy and compliance.

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 administrative support, sales operations, customer service environment, or related background. *

Preferred: 

• Associate degree.
• At least three (3) years of telecommunications customer service/account support experience.
• Relevant telecom industry or job specific certifications. 

DRIVING REQUIREMENTS: 

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

• Ability to work in a potentially stressful environment where timeframes are significantly shortened.
• 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.