Customer Service Representative

The Customer Service Representative provides professional, timely, and helpful assistance to customers regarding their accounts, services, billing, and general support needs. The representative communicates with customers through approved channels such as telephone, online chat, email, and other digital support tools.

This position is designed for candidates who have strong communication skills and basic computer proficiency. Previous telecommunications experience is helpful but may not be required.

Responsibilities

• Respond to customer questions regarding accounts, products, services, and billing.
• Assist customers with account updates, service requests, and basic troubleshooting.
• Provide accurate information about available services, features, and account options.
• Handle customer inquiries through phone, chat, email, and other approved communication channels.
• Document customer interactions and resolutions accurately in the company's customer-management system.
• Research account information and investigate routine billing or service concerns.
• Escalate technical, billing, or account issues that require assistance from specialized departments.
• Follow established customer-service procedures, privacy requirements, and company policies.
• Maintain a professional and courteous approach when handling difficult or dissatisfied customers.
• Process routine service changes, payments, requests, or account updates when authorized.
• Meet department standards for response time, accuracy, customer satisfaction, and productivity.
• Work collaboratively with billing, technical support, sales, and other internal teams.
• Protect customer information and maintain confidentiality.
• Participate in required training and ongoing professional development.

Basic Qualifications

• High school diploma or equivalent preferred.
• 0–2 years of customer service or related experience.
• Strong written and verbal communication skills.
• Basic computer and internet skills.
• Ability to learn CRM, billing, ticketing, and other company systems.
• Comfortable working with multiple applications simultaneously.
• Good attention to detail and data-entry accuracy.

Potential employee-support programs may include:

• Employee assistance resources
• Professional-development opportunities
• Training
• Wellness programs or credits where eligible
• Tuition assistance/reimbursement where eligible
• Employee service/discount programs where available
• Career-development opportunities

GCI Communication Corp. is an Alaska-based telecommunications provider that has connected communities across the state for more than 40 years. The company provides internet, mobile, voice, video, data, and managed services to residential, business, government, and other customers across Alaska.

GCI is committed to keeping communities connected while creating opportunities for its employees to develop and build long-term careers. The company offers career opportunities across customer service, technology, operations, engineering, sales, finance, and other business functions, with professional development and employee-support programs available based on role and eligibility.

Join GCI and become part of a team focused on connectivity, customer service, innovation, and meaningful work.