About Company
GCI is Alaska’s largest telecommunications company, providing internet, wireless, video, and voice services statewide. For over 40 years, GCI has been dedicated to connecting Alaskans to the world, improving lives through leading-edge communication technology. From remote villages to bustling urban centers, GCI is committed to delivering reliable, high-quality services and exceptional customer experiences. Our team is driven by a passion for innovation and community, fostering an environment where growth and service excellence are paramount. We believe in empowering our employees and providing the tools they need to succeed while serving the unique needs of Alaska’s diverse communities. Join us in shaping the future of connectivity and making a tangible difference in the lives of Alaskans.
Job Description
Are you a highly motivated and customer-focused individual with a passion for helping others, seeking a flexible contract opportunity? GCI is looking for a dedicated Remote Customer Service Representative to join our dynamic team and provide exceptional support to our valued customers in Alaska. This contract position offers the unique advantage of working from the comfort of your home, allowing you to contribute significantly to our mission of connecting Alaskans.
As a Remote Customer Service Representative, you will be the first point of contact for our customers, addressing inquiries, resolving issues, and providing information regarding GCI’s wide range of telecommunications services, including internet, wireless, video, and voice. You will handle customer interactions primarily via phone, and potentially email or chat, ensuring a consistently positive and professional experience. This role requires a strong ability to listen actively, empathize with customer needs, and navigate various systems efficiently to provide accurate and timely solutions. You will be responsible for documenting all customer interactions, escalating complex issues when necessary, and maintaining a high level of customer satisfaction through every interaction.
The ideal candidate will possess excellent communication skills, a natural aptitude for problem-solving, and the self-discipline required to thrive in a remote work environment. You must have a reliable high-speed internet connection, a quiet dedicated workspace free from distractions, and be comfortable utilizing multiple software applications simultaneously. A strong technical aptitude is crucial for troubleshooting and guiding customers through various service-related inquiries. This contract role offers an excellent opportunity to gain experience with a leading Alaskan company, while enjoying the flexibility of remote work. We are looking for individuals who are not just looking for a job, but a chance to make a real difference in how Alaskans connect with the world. Your commitment to customer excellence will directly contribute to GCI’s reputation for outstanding service and reinforce our commitment to community.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Provide accurate information regarding GCI products, services, and billing inquiries.
- Diagnose and resolve customer issues related to internet, wireless, video, and voice services.
- Guide customers through troubleshooting steps for common technical problems and service interruptions.
- Document all customer interactions, resolutions, and escalations accurately in the CRM system.
- Escalate complex or unresolved issues to appropriate internal departments for advanced support.
- Maintain a high level of customer satisfaction through active listening, empathy, and effective problem-solving.
- Adhere to company policies, procedures, and service level agreements (SLAs) for consistent performance.
- Identify opportunities for service improvements and provide constructive feedback to management.
- Manage time effectively and work independently in a remote home office setting, maintaining productivity.
Required Skills
- Proven customer service experience, preferably in a call center or remote environment.
- Excellent verbal and written communication skills in English, with clear articulation.
- Strong active listening and empathy skills to understand customer needs.
- Proficiency with computer systems, CRM software, and the ability to multitask across applications.
- Ability to troubleshoot basic technical issues and guide customers through solutions effectively.
- Exceptional problem-solving capabilities and a calm demeanor under pressure.
- Self-motivated and disciplined with strong organizational and time management skills for remote work.
- Reliable high-speed internet connection and a quiet, dedicated home workspace.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in the telecommunications industry.
- Experience working remotely in a customer-facing role.
- Familiarity with GCI products and services.
- Associate's degree or some college coursework completed.
Perks & Benefits
- Flexible work schedule within operational hours.
- Opportunity to work from the comfort and convenience of your home.
- Access to professional development and training resources to enhance your skills.
- Be part of a respected Alaskan company dedicated to connecting the state.
- Supportive remote team environment with clear communication channels.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights relevant customer service and technical skills, as well as any remote work experience you may have. We look forward to reviewing your application and potentially welcoming you to the GCI team!